A Project Report on Employee Satisfaction in Private Hospitals in Hyderabad-India

Transcription

1 International Academic Institute for Science and Technology International Academic Journal of Innovative Research Vol. 4, No. 4, 2017, pp ISSN X International Academic Journal of Innovative Research A Project Report on Employee Satisfaction in Private Hospitals in Hyderabad-India Somayeh Salahshouri Ardestani Director of Sales & Marketing,Niro Moharek Sanat Co. DBA/MBA - Jawaharlal Nehru Technological University Hyderabad - India. Abstract As the title of the project suggests the main aim of the project lies in the studying the EMPLOYEE SATISFACTION and during this process to understand the psychology-employee behavior and various reactions of the employees and several attributes influencing satisfaction employees in the hospitals. The project gives an introduction to the concept of employee satisfaction its concepts, definitions and various factors of employee satisfaction. Nearly eight out of every ten employees are satisfied with their jobs and say benefits, compensation, and work/life balance are the most important factors to their overall job satisfaction, according to the Society for Human Resource Managements (SHRM) Job Satisfaction Survey released recently. Hospital are generally large institutions, where patients are admitted for providing medical care so that they gain health quickly and resume their normal life. Generally hospitals comprise of many divisions and large number of staff members work there. Each division of the hospital has to function in coordination with other divisions so that patients are given quality care services, without putting any burden on them. Staff members of the hospital have to work in coherence with each other so that patient receives timely medical treatments, without any delay or deviations. Coordinating with other divisions and people, in large organizations, is not an easy task. Keywords: Employee, Satisfaction, Human Resource Management, Hospital 1

2 Introduction Employee Satisfaction : Employees are the real capital of every industry; they are the ones that make a difference between successful strategy implementation and mediocre one. Employee satisfaction is a requirement for good employee performance as well as employee retention. Retaining and finding the best staff is becoming harder and harder. Positively influencing staff is one way to develop an environment and culture where people want to do their best and want to stay. Employee satisfaction may be defined as, the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work. Many measures purport that employee satisfaction is a factor in employee motivation, employee goal achievement, and positive employee morale in the workplace. Employee dissatisfaction can be a catalyst for major issues within an organization especially within a customer driven field like healthcare. Happy employees equal happy patients. A major cause of employee dissatisfaction is the lack of clarity about what is expected of them. "In almost every survey of factors that motivate employees in the workplace, job satisfaction is at or near the top of the list, far surpassing pay and benefits ". Creating a work environment that encourages rapid response to customers' (patients) needs and attentive follow-through is the key to leveraging the power of your service-profit chain. This is only possible when people are empowered to make decisions and are motivated to solve problems. Encourage employees to go beyond the literal boundaries of their jobs - to make suggestions for improvement - and you will gain not just a part, but also the full potential of their contributions to the organization. Some factors of job satisfaction are universal and consistent. Both employees and HR professionals note compensation and benefits are important to employee job satisfaction. However, research has shown that there are more important factors that contribute to job satisfaction, such as relationships with immediate supervisors, management recognition of employee job performance, and communication between employees and senior management. 1-1) people are our greatest asset but only a few hospitals have started putting Human Resources Management (HRM) systems in place that support this philosophy. There are a number of challenges in the hospitals which require the serious attention of HR managers to find the right candidate and build a conducive work environment which will be beneficial for the employees, as well as the hospitals, Other problems are managing people, motivation to adopt new technology changes, recruitment and training, performance management, development, and compensation management. With these challenges, it is timely for any organization to rethink the ways they manage their people. Managing HR in the knowledge based industry is a significant challenge for HR managers as it involves a multi task responsibility. In the present scenario, HR managers perform a variety of responsibilities. Earlier their role was confined to administrative functions like managing manpower requirements and maintaining rolls for the organization. Now it is more strategic as per the demands of the industry like hospitals. 2

3 1-2 ) Motivating the Workforce As the competition is growing rapidly in the hospitals, a technological edge supported by a talent pool has become a crucial factor for survival in the market. Naturally, as a result every organization gives top priority to technology advancement programs. HR managers are now performing the role of motivators for their knowledge workers to adopt new changes. 1-3 ) Competency Development Human capital is the real asset for any organization, and this makes the HR role important in recruiting, managing, and retaining the best. The HR department has a clear role in this process and determines the success tempo of any organization. 1-4 ) Recruitment and Training Recruitment has become a major function from an imperative sub system HR, particularly in the industry. HR managers play a vital role in creating assets for the organization in the form of quality manpower. Attracting new talent also is a top priority for software companies, but less so for smaller companies. Another challenge for HR managers is to put systems in place to make the people a perfect fit for the job. Skill redundancy is fast in the industry. To overcome this problem, organizations give the utmost priority to training and skill enhancement programs on a continuous basis. Many companies are providing technical training to the employees on a quarterly basis. These trainings are quite useful also in terms of providing security to the employees. How employee cab expressed dissatisfaction : Employee dissatisfaction can be expressed in a number of ways. They are defined as follows: Exit: behavior directed toward leaving the organization, including looking for a new position as well as resigning. Voice: actively and constructively attempting to improve conditions, including suggesting improvements, discussing problems with superiors, and some forms of union activity. Loyalty : passively but optimistically waiting for conditions to improve, including speaking up for the organization in the face of external criticism and trusting the organization and its management to do the right thing. Neglect: passively allowing conditions to worsen, including chronic absenteeism or lateness,reduced effort, and increased error rate. Research methodology : Research is a careful inquiry or examination to discover new information and to expand and verify existing knowledge. According to Clifford Woddy, Research is defined as the process which includes defining and redefining problems, formulating hypothesis is or suggested solutions, collecting, organizing and evaluating data, making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. 3

4 Employee satisfaction measurement International Academic Journal of Innovative Research, Employee satisfaction has been defined as a function of perceived performance and expectations. It is a persons feeling of pleasure or disappointment resulting from comparing a products outcome to his/her expectations. If the performance (hospitals Services) falls short of expectations,the employee is dissatisfied and if it matches the expectations, the employee is satisfied. Theories of job satisfaction : Affect Theory : Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job satisfaction model. The main premises of this theory are that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Dispositional Theory : Another well known job satisfaction theory is the Dispositional Theory. It is a very general theory that suggests that people have innate dispositions that cause them to have tendencies toward a certain level of satisfaction, regardless of one s job. Two Factor Theory (Motivation Hygiene Theory) : Fredrick Herzberg s Two factor theory (also known as Motivator Hygiene Theory) attempts to explain satisfaction and motivation in the workplace. This theory states that satisfaction and dissatisfaction are driven by different factors motivation and hygiene factors, respectively. Motivating factors are those aspects of the job that make people want perform, and provide people with satisfaction. Objective of the study: The objectives of the study are as follow : 1) The main objective of this project is the measure employee satisfaction in select private hospitals in Hyderabad 2) To evaluate the level of job satisfaction among the staff at hospital and to describe factors related to their job satisfaction. 3) To assess the general attitude of the employees towards HMIS. 4) To study the decision is taken by management are realistic or not in select private hospitals in Hyderabad. 5) To examine the employees have job security in select private hospitals in Hyderabad. 6) To learn relation between position of employee and job identity in society. 7) To identify the problems faced by an employee. Sample: This project is about the employee satisfaction in select private hospitals in Hyderabad.It has been selected four private hospital, Prime Hospital, Relief Hospital, Dr.Prasad Hospital and Remedy hospital in Hyderabad, and questionnaire is about : 4

5 Employee satisfaction questionnaire It has been collected 200 questionnaire related to work and satisfaction of employees in four hospitals, 50 from each hospital And analyzed it through SPSS.The sampling method which is used to analyzing the results is the random sampling method. Scope of the study: The scope of the study is as under : - Conduct the study in the four select hospitals in India. - Include 50 employees at random in each hospital. - Seek individual responses to questionnaire. - Collect data from employee - No comparisons will be made with other hospitals. - Protect the privacy on individuals responding to questionnaires. This study mainly focuses on these four elements: - The atmosphere of the workplace. - The employees role in decision making. - The employees satisfaction towards his/her work. - The employees attachment to the work of the hospital and happy with this system. Data sources: Following are the sources for the collection of data : 1- Primary source 2- Secondary source Data Collection Methods: There are three main methods of data collection : (a) Observation (b) Experimentation (c) Survey (d) Direct interview method It has been selected survey method of data collection which is one of the very common and widely used methods for collection of primary data. We can gather wide range of valuable information about the behavior of the employee s viz. attitude, motive and options etc. 1- Primary Source: The Primary Data required for this project work was collected through questionnaires. this method consisted of preparing detailed questions covering the employee satisfaction standards in the hospital. Thereafter it was distributed amongst a total of 200 personnel of the hospitals who were randomly selected. Further, no names were sought from those filling in this Questionnaire so as to obtain their free and frank opinion as also to protect their privacy. The format of the Questionnaire is attached as appendix to this report. 2- Secondary Sources: As secondary data is data which has been collected earlier for the other purpose, the requirement of this type of data with respect to this report was obtained from the hospitals. 5

6 1. General Libraries 2. Government Publications 3. Universities & Specialized Libraries 4. Internet websites Limitation of the study: There are some limitations for this study, Such as: International Academic Journal of Innovative Research, The student had no prior exposure to the corporate environment, its work culture, work ethics etc. to that extent, understanding its dynamics in a limited period, was difficult. This reflected on obtaining data / information from the hospitals for the purpose of this study. The data collected from employee may not be accurate. Employees by and large are reluctant in expressing their feeling in the questionnaire and tend to be biased. Some personnel in the hospitals, can not pay adequate attention to the request of such studies given the constraints of time and the work pressures prevalent in the health industry today. The study is confined to Hyderabad. About Hospitals: Hospital are generally large institutions, where patients are admitted for providing medical care so that they gain health quickly and resume their normal life. Generally hospitals comprise of many divisions and large number of staff members work there. Each division of the hospital has to function in coordination with other divisions so that patients are given quality care services, without putting any burden on them. 1) RELIEF Hospital : Relief hospital situated in Tolichowki, are one of the pioneer corporate health care hospitals in the state of Andhra Pradesh. The hospital has expert and renowned doctors, state of the art medical infrastructure which includes the advanced Cath Lab, CT Scan, Color Doppler, Ultrasound and other diagnostic services with fully equipped labs. All these combine to provide round the clock prompt and accurate treatment. The Hospital has trained staff including nurses; full time doctors and support staff to provide round the clock personalized attention and care leading to faster recovery of patient. 2 ) PRIME Hospital : Established in the heart of Hyderabad to serve the growing needs of patients who need highly advanced medical care services. Prime Hospitals has been at the forefront of giving quality medical care for patients of various economic strata and has a highly experienced team of doctors who work tirelessly to give patients the best services at all times. Prime Hospitals has grown and expanded and is serving patients in the Twin cities with two fully functional hospital units. Prime Hospitals situated in Ameerpet and Kukatpally, are one of the pioneer corporate health care hospitals in the state of Andhra Pradesh. Since its inception, Prime hospitals have been in the forefront in offering International standard corporate health care facilities. As leaders in super specialty healthcare in the state of Andhra Pradesh. Prime Hospitals is a private, fullfledged multi-speciality hospital with 120 beds of which 40 are ICU beds in Ameerpet and also 110 beds 6

7 of which 30 are ICU beds in Kukatpally centers. The hospital has expert and renowned doctors, state of the art medical infrastructure which includes the advanced Cath Lab, CT Scan, Color Doppler, Ultrasound and other diagnostic services with fully equipped labs. All these combine to provide round the clock prompt and accurate treatment. 3 ) Dr.Prasad Hospital : Prasad Hospital is based in Hyderabad and was established by Dr D. Anjaneya Prasad with a vision of providing healthcare services which are within the reach of every man. Prasad Hospital has the best infrastructure and dedicated doctors who are totally committed to providing the best care to their patients. It is now one of the fastest growing hospitals in Hyderabad with a range of super specialty departments to its credit. Data Analysis 1) Gender * Communication H0: There is no significance difference between gender and communication between employees and management. Table 1 : Table 1- Represent the relation between gender and communication between employees and management in select private hospitals in Hyderabad. communication Excellent Very good good Average Total Gender female Count % within gender 1.0% 21.0% 49.5% 28.6% 100.0% Male Count % within gender 2.1% 21.1% 51.6% 25.3% 100.0% Total Count % within gender 1.5% 21.0% 50.5% 27.0% 100.0% From the above cross tabs clearly describes the 28.6% females, 25.3% males are expressed average opinion on communication between employees and management. Similarly 49.5% females and 51.6% males are expressed good opinion. 21.0% females and 21.1% males are expressed very good opinion and 1% females and 2.1% males are expressed excellent opinion on communication between employees and management. Table 2 : Table 2- Represent Chi-Square tests between gender and communication between employees and management in select private hospitals in Hyderabad. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square.686 a Likelihood Ratio N of Valid Cases 200 7

8 Table 2- Represent Chi-Square tests between gender and communication between employees and management in select private hospitals in Hyderabad. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square.686 a Likelihood Ratio N of Valid Cases 200 Source: compiled on SPSS ver., 18. From the above table chi square is not significant (sig. value is greater than 0.05), no need to reject null hypothesis. It means that there is no significance difference between gender and communication between employees and management. 2)Work Shift * Job Security Table 3 : Table 3- Represent the relation between work shift ( day shift / night shift ) and employee job security ( very good/good/average ) in select private hospitals in Hyderabad. job security Very good Good Average Total work shift day shift Count % within 8.work shift 38.1% 59.0% 2.9% 100.0% night shift Count % within 8.work shift 49.2% 47.5% 3.3% 100.0% Total Count % within 8.work shift 41.5% 55.5% 3.0% 100.0% - From the above cross tabs clearly describes the 2.9 % day shift, 3.3 % night shift are expressed average opinion on communication between job security and work shift. - Similarly the 59 % day shift, 47.5 % night shift are expressed good opinion on communication between job security and work shift % day shift, 49.2 % night shift are expressed very good opinion on communication between job security and work shift. 8

9 3) Work Shift * Working Conditions Table 4 : Table 4- Represent the relation between work shift ( day shift / night shift ) and employee working conditions ( very good/good/average ) in select private hospitals in Hyderabad. working conditions Very Good good Average Total work shift day shift Count % within 8.work shift 39.6% 54.7% 5.8% 100.0% night shift Count % within 8.work shift 32.8% 55.7% 11.5% 100.0% Total Count % within 8.work shift 37.5% 55.0% 7.5% 100.0% - From the above cross tabs clearly describes the 5.8 % day shift, 11.5 % night shift are expressed average opinion on communication between work shift and employee working conditions. - Similarly the 54.7 % day shift, 55.7 % night shift are expressed good opinion on communication between work shift and employee working conditions % day shift, 32.8 % night shift are expressed very good opinion on communication between work shift and Table 5 : Table 5- Represent Chi-Square test between work shift ( day shift / night shift ) and employee working conditions ( very good/good/average ) in select private hospitals in Hyderabad. Value df Asymp. Sig. (2-sided) Pearson Chi-Square a Likelihood Ratio N of Valid Cases 200 Source: compiled on SPSS ver., 18. 9

10 From the above table chi square is not significant (sig. value is greater than 0.05), no need to reject null hypothesis. It means that there is no significance difference between work shift and employee working conditions. 4)Work shift * Job Identity in Society HO: There is no significant association between work shift and employee job identity in society. Table 6 : Table 6- Represent the relation between work shift ( day shift / night shift ) and employee job identity in society ( agree/natural/disagree ) in select private hospitals in Hyderabad. job identity in society Agree Natural Disagree Total work shift day shift Count % within 8.work shift 21.6% 61.2% 17.3% 100.0% night shift Count % within 8.work shift 14.8% 60.7% 24.6% 100.0% Total Count % within 8.work shift 19.5% 61.0% 19.5% 100.0% Source: compiled on SPSS ver., From the above cross tabs clearly describes the 17.3 % day shift, 24.6 % night shift are expressed disagree opinion on communication between work shift and employee job identity in society. - Similarly the 61.2 % day shift, 60.7 % night shift are expressed natural opinion on communication between work shift and employee job identity in society % day shift, 14.8 % night shift are expressed agree opinion on communication between work shift and employee job identity in society. Table 7 : Table 7- Represent Chi-Square test between work shift (day shift / night shift) and employee job identity in society (agree/natural/disagree) in select private hospitals in Hyderabad. Value df Asymp. Sig. (2-sided) Pearson Chi-Square a Likelihood Ratio N of Valid Cases 200 Source: compiled on SPSS ver.,

11 From the above table chi square is not significant (sig. value is greater than 0.05), no need to reject null hypothesis. It means that there is no significance difference between work shift and employee job identity in society. 5)Designation *Job Security HO: There is no significant association between designation and employee job security Table 8 : Table 8- Represent the relation between designation (Dr/Nurse/Supporting staff) and employee job security (very good/good/average) in select private hospitals in Hyderabad. job security Very good Good Average Total Designation Doctor Count % within 7.designation 43.8% 54.7% 1.6% 100.0% Nurse Count % within 7.designation 38.6% 56.1% 5.3% 100.0% supporting staff Count % within 7.designation 41.8% 55.7% 2.5% 100.0% Total Count % within 7.designation 41.5% 55.5% 3.0% 100.0% Source: compiled on SPSS ver., From the above cross tabs clearly describes the 1.6 % Doctor, 5.3 % Nurse and 2.5% supporting staff are expressed average opinion on relation between job security and designation. - Similarly the 54.7 % Doctor, 56.1 % Nurse and 55.7 % supporting staff are expressed good opinion on relation between job security and designation % Doctor, 38.6 % Nurse and 41.8 % supporting staff are expressed very good opinion on relation between job security and designation. 6)Designation * Working Conditions Table 9 : Table 9- Represent the relation between designation (Dr/Nurse/Supporting staff ) and employee working conditions ( very good/good/average ) in select private hospitals in Hyderabad. 7.designatio n working conditions Very Good good Average Total Doctor Count % within 35.9% 54.7% 9.4% 100.0% 7.designation Nurse Count % within 45.6% 49.1% 5.3% 100.0% 7.designation 11

12 supporting staff Count % within 32.9% 59.5% 7.6% 100.0% 7.designation Total Count % within 37.5% 55.0% 7.5% 100.0% 7.designation - From the above cross tabs clearly describes the 9.4 % Doctor, 5.3 % Nurse and 7.6 % supporting staff are expressed average opinion on relation between working conditions and designation. - Similarly the 54.7 % Doctor, 49.1 % Nurse and 59.5 % supporting staff are expressed good opinion on relation working conditions and designation % Doctor, 45.6 % Nurse and 32.9 % supporting staff are expressed very good opinion on relation between working conditions and designation. 7)Designation * Job Identity in Society Ho: There is no significance difference between designation and opinions on job identity in society. Table 10 : Table 10- Represent the relation between designation ( Dr/Nurse/Supporting staff ) and employee job identity in society ( agree/natural/disagree ) in select private hospitals in Hyderabad. job identity in society Agree natural Disagree Total 7.designation Doctor Count % within 7.designation 30.4 % 63.3% 6.3% 100.0% Nurse Count % within 7.designation 8.8% 78.9% 12.3% 100.0% supporting staff Count % within 7.designation 15.6 % 43.8% 40.6% 100.0% Otal Count % within 7.designation 19.5% 61.5% 19.0% 100.0% - From the above cross tabs clearly describes the 6.3 % Doctor, 12.3 % Nurse and 40.6 % supporting staff are expressed disagree opinion on relation between job identity and designation. - Similarly the 63.3 % Doctor, 78.9 % Nurse and 43.8 % supporting staff are expressed natural opinion on relation between job identity and designation % Doctor, 8.8 % Nurse and 15.6 % supporting staff are expressed agree opinion on relation between job identity and designation. Major Findings : The findings consequent to the study are as enumerated in succeeding paragraphs: 12

13 (a) Majority 90 percent of the employees were clear about their own role and the hospital goals. (b) Only 63 percent of the employees were satisfied with their job assignments. (c) Only 70 percent of the employees feel that the hospital is utilizing their skills and abilities. (d) 87 percent of the employees want to continue in their current area of work. (e) 60 percent of respondents felt that their job provided opportunities for learning and growth. (f) 93 percent of respondents felt that environment of workplace safe clean, healthy and hygienic. (g) 97 percent of respondents felt adequate private time for self and family was available. (h) Only 63 percent of employees thought that credit for work well done was given timely. (i) 67 percent of employees were satisfied with their remuneration package considering their job and responsibilities. g) 67 percent of employees were satisfied with freedom for free and frank communication with superiors in select private hospitals in Hyderabad. Suggestions : In general, level of employee satisfaction in the hospitals is good. However as far as satisfaction goes, sky is the limit and there is no end to expectations. Following suggestions are made with the intention of further improvement. (a) System of reward and recognition may be improved. Though there is no bias in rewards, employees have a feeling that their good work is not given credit in time. (b) Remuneration to employees may be improved, if feasible. (c) Communication (free and frank exchange between employees and employers) may be given more attention. (d) Opportunities for personal learning, growth and personal development of the employees deserves due attention. Investment in employees is indirectly investment in the any organization. (e) Job assignment needs to be reviewed periodically in order to avoid monotony and boredom. Conclusions: 1- The project has given me an opportunity to interact with the hospital industry and to actually see how academic teaching of the classrooms in Management is translated to reality and practice. In fact it was very heartening to experience that all concepts and theories mentioned in various books are actually implemented by the organization like hospitals under a different name to suit its needs/style/culture. 2- Also, undertaking this project has helped me in learning to think of a topic/subject/issue in a logical manner and examining the issue in its totality. This has also promoted interaction with people from different walks of life, experiences and outlooks thus giving me a broader perspective to the issue of training in particular and the environment in general. 3- Finally to conclude, I would like to submit that while pursuing this research, I learnt that it is very important to learn the background/genesis of the topic/subject/issues first, so as to understand the requirement/problem at hand and then consider its present status and future prospects so as to arrive at a suggested set of solutions/recommendations/suggestions so vital to the purpose of such studies. 13

14 References Books : Cooper donal R, Schindler Pamela S, Business Research Method Rbbins Stephen P, Organizational behaviour. Kothari C R, Research Methodology Internet links : df