THE DYNAMICS BETWEEN NURSES’ WELL BEING, PERFORMANCE AND HOSPITAL SERVICE QUALITY
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2021-06-28
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en
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Abstract
The overall aim of this research study was to contribute to the understanding of the interrelations between the organizational factors that affect nurses’ performance, well-being and hospital service quality. To this end, we empirically conceptualized a qualitative System Dynamics model (Causal Loop Diagram) as perceived by hospital nurses in Greece during Group Model Building sessions, which was validated and calibrated through disconfirmatory interviews and the literature. Following a systemic approach, the selected case study - which is a public hospital in Greece - contributed to the nursing literature by addressing the gap in knowledge regarding the causing mechanisms and the feedback loops embedded in the negative, counterintuitive outcomes of nurses’ performance and well-being (i.e., Work-related Stress & Fatigue; Interpersonal Conflict at Work; Work-Family Conflict; Burnout; Nurses' Job Dissatisfaction and low Performance; Clinical Errors, Adverse Effects & Nosocomial Infections; long Waiting Time for Admission; Patient Dissatisfaction; decreased Hospital Service Quality & Patient Safety; high Nurses turnover) and their negative effects on hospital service quality, patient safety and satisfaction. Our conceptual model provided us with a number of insights (e.g., regarding the currently dominant catastrophic reinforcing loops) and recommendations for policy interventions that are helpful for stakeholders, managers and policy-makers in Greece.
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Faculteit der Managementwetenschappen