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Management in health
XIX/3/2015; pp. 20-25
NTRODUCTION
20
ITERATURE REVIEW
Management in health
XIX/3/2015; pp. 20-25
Shah and Dhar further state that this is particularly so because health care is basically a service that has 90 percent
human interface on and across the counter and in the process of delivery, whereas only 10 per cent is equipmentsupported human interface.
This calls for sound grasp and implementation of HRD
principles and practices (Drake 2002). The need for synchronising the professional approach of health care providers and the humanitarian interests of the recipients is being
increasingly felt (Shah and Dhar 2007). The literature also
stresses that some autonomy in personnel matters is an
essential facilitative condition for developing the organizational performance culture. A review of high performing
public organizations in developing countries found that
they enjoyed autonomy to identify positions, advertise for
candidates, establish routines for hiring people to fill positions, promote people on the basis of organizationally defined standards and priorities, and punish those who did
not meet these standards (Grindle 1997).
However, the majority of studies that have explored the
HRMperformance link
(including those in the health sector) do not claim to
demonstrate a causal association
(Guest et al, 2002; West et al, 2002). How and in what
circumstances HRM is linked to better outcomes has yet to
be elaborated. Research in the field of organisational psychology indicates that the link between HRM and performance is mediated by employee attitudes and behaviours.
That is, HR practices trigger attitudes and responses in
individuals and encourage them to behave in ways that are
consistent with the organisations overall performance
aims (West et al, 2002; Guest et al, 2002; Purcell et al,
2003).
Employee perception is commonly gauged through employee opinion surveys which are widely used for gathering and assimilating HR-related data in companies and
agencies of all sizes across the world (Kraut, 1996).
ESEARCH QUESTION
Literature had already shown that employee satisfaction and patient satisfaction were strongly correlated. Literature also revealed that human resource practices were definitely connected to employee satisfaction. The questions
then remained What is the connection between
21
ESEARCH DESIGN
EDIATION ANALYSIS
Management in health
XIX/3/2015; pp. 20-25
Management in health
XIX/3/2015; pp. 20-25
Mediation Analysis
of the
Mediated Model
Sobel
Test
Career Development
-0.237
3.150**
Leadership Practices
-0.344
3.474**
Staffing
0.043
2.893**
-0.005
2.970**
Supervisory Consideration
0.264
2.053**
0.139
2.372*
Team orientation
0.793
0.037
(NS)
Independent Variables
Job Design
Mediator
Employee
Satisfaction
Dependent
Variables
Patient Satisfaction
The result of Sobel test offered further evidence for the full
mediating effect of employee satisfaction to the employee
perception of HR practices patient satisfaction association
for six factors of employee perception of HR practices.
However the result of the Sobel test established there was
no mediating effect of employee satisfaction to the congenial working environment patient satisfaction association.
Discussion of results of employee satisfaction mediating
the relationship between
employee perception of HR practices and patient satisfaction
The above results highlight that employee satisfaction fully
mediates the relationship between HR practices such as
career development practices, supervisory consideration,
pay and benefits, leadership management, job design and
staffing and patient satisfaction. The results also bring out
that team orientation is not mediated by employee satisfaction to influence patient satisfaction. Conversely, it means
that team orientation will directly influence patient satisfaction.
When one reflects on this result, it is apparent that the six
HR practices considered: career development practices,
supervisory consideration, pay and benefits, leadership
management, job design and staffing all relate to aspects
which the patient cannot visibly experience or understand.
23 Whereas team orientation is an HR practice which
Result
Supported
(Full Mediation)
Supported
(Full Mediation)
Supported
(Full Mediation)
Supported
(Full Mediation)
Supported
(Full Mediation)
Partially Supported
(Partial Mediation)
Not Supported
(No Mediation)
Management in health
XIX/3/2015; pp. 20-25
ECOMMENDATION
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Management in health
XIX/3/2015; pp. 20-25
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