Oppel Eva-Maria, Winter Vera, Schreyögg Jonas
Eva-Maria Oppel, MSc, is Research Fellow, Department of Health Care Management, University of Hamburg, Germany. Vera Winter, MA, PhD, is Professor, Department of Health Care Management, University of Hamburg, Germany. Jonas Schreyögg, MA, PhD, is Professor, Department of Health Care Management, University of Hamburg, Germany. E-mail:
Health Care Manage Rev. 2017 Jan/Mar;42(1):53-64. doi: 10.1097/HMR.0000000000000087.
Patient satisfaction with quality of care is becoming increasingly important in the competitive hospital market. Simultaneously, the growing shortage of clinical staff poses a considerable challenge to ensuring a high quality of care. In this context, a question emerges regarding whether and how human resource management (HRM) might serve as a means to reduce staff shortage problems and to increase patient satisfaction. Although considerable efforts have been devoted to understanding the concepts of patient satisfaction and HRM, little is known about the interrelationships between these concepts or about the link between staff shortage problems and patients' satisfaction with quality of care.
The aim of this study was to investigate the relationship between strategic human resource management (SHRM), staff shortage problems, and patients' satisfaction with care. Furthermore, we analyze how the HRM decision to fill short-term vacancies through temporary staffing affects patient satisfaction. We differentiate between physicians and nurses.
We develop and empirically test a theoretical model. The data (n = 165) are derived from a survey on SHRM that was sent to 732 German hospitals and from a survey on patient satisfaction that comprises 436,848 patient satisfaction ratings. We use a structural equation modeling approach to test the model.
The results indicate that SHRM significantly reduces staff shortage problems for both occupational groups. Having fewer physician shortage problems is significantly associated with higher levels of patient satisfaction, whereas this effect is not significant for nurses. Furthermore, the use of temporary staffing considerably reduces patients' satisfaction with care.
Hospital managers are advised to consider the effects of HRM decisions on patients' satisfaction with care. In particular, investments in SHRM targeted at physicians have significantly positive effects on patient satisfaction, whereas the temporary staffing of physicians and nurses should be avoided.
在竞争激烈的医院市场中，患者对医疗服务质量的满意度变得越来越重要。与此同时，临床工作人员日益短缺对确保高质量医疗服务构成了巨大挑战。在这种背景下，出现了一个问题，即人力资源管理（HRM）是否以及如何能够作为减少人员短缺问题和提高患者满意度的一种手段。尽管已经投入了大量精力来理解患者满意度和人力资源管理的概念，但对于这些概念之间的相互关系，或者人员短缺问题与患者对医疗服务质量的满意度之间的联系，人们知之甚少。
本研究的目的是调查战略人力资源管理（SHRM）、人员短缺问题与患者对医疗服务的满意度之间的关系。此外，我们分析了通过临时人员配置填补短期空缺的人力资源管理决策如何影响患者满意度。我们区分了医生和护士。
我们开发并实证检验了一个理论模型。数据（n = 165）来自一项发送给732家德国医院的关于战略人力资源管理的调查，以及一项包含436,848个患者满意度评分的患者满意度调查。我们使用结构方程建模方法来检验该模型。
结果表明，战略人力资源管理显著减少了两个职业群体的人员短缺问题。医生短缺问题较少与较高水平的患者满意度显著相关，而对护士来说这种影响不显著。此外，使用临时人员配置会大幅降低患者对医疗服务的满意度。
建议医院管理人员考虑人力资源管理决策对患者对医疗服务满意度的影响。特别是，针对医生的战略人力资源管理投资对患者满意度有显著的积极影响，而应避免医生和护士的临时人员配置。
