Patient ratings of satisfaction and employee perceptions of teamwork and empowerment in health care leadershi

Patients determine the value and quality of his or her care based on the experience of care provided. Health care reform mandates public reporting of patient satisfaction ratings. These ratings are used by payers to establish reimbursement; and by patients to evaluate and select providers for specialty care. Specialists in customer service have understood for a long time the connection between work environment and customer satisfaction. Teamwork and employee satisfaction improves the work environment and customer satisfaction. Research demonstrates teamwork improving work environments in operating rooms, intensive care units, and emergency departments. Research also demonstrates employee empowerment can improve work environments. A gap occurs in the literature connecting empowerment, teamwork, and ratings of patient satisfaction in outpatient care. This study constructed a connection and strength of relationship between employee ratings of teamwork, employee ratings of empowerment, and patient satisfaction scores at orthopedic outpatient settings in the North Central Region of the United States. A strong correlation exists among patient satisfaction and employee ratings of teamwork with a weak correlation amid patient satisfaction and employee ratings of empowerment. Findings suggest health care leaders may influence patient satisfaction positively when directing limited resources to improve teamwork through employee perception of team structure, mutual support, and communication.