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

Researchers:
N. Manecke, T. Manser (ifap), Prof. Dr. P. Schönsleben, Gastdozent Prof. 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.