Survey Method for Employee Satisfaction and Process Coordination as an Approach to Change for Hospitals

Researchers:

N. Manecke, T. Manser (ifap), Prof. Dr. P. SchönslebenProf. M. Baertschi 

Partners:

Two Swiss hospitals

Financed by:

The project partners

Motivation:

In the context of Total Quality Management, employee satisfaction is one element of quality performance measurement. However, there is no validated questionnaire that can be easily adapted for use in a hospital. There are also no benchmark possibilities or reference results.

The objectives of the project are:

  • Together with the Institute for Work Psychology and two hospitals, to develop a questionnaire that can be easily adapted to different hospitals.
  • To make the areas visible where there is potential and need for further change with big impact on employee satisfaction.
  • To make visible whether or whether not former changes led to a benefit due to a higher workload on employees.
  • To enable a benchmark based on employee's satisfaction.
  • To complete a set of tools for analyzing a hospital's performance (The BWI already developed a questionnaire for customer satisfaction for hospitals).

The following activities are in progress:

  • Introducing its objectives to the employees.
  • Start of survey is planned for May 2000; in total 4,000 employees will be surveyed.

The following activities have already been completed:

  • Design of survey and questions.

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