| This study will explore the phenomenon of healthcare leaders who contribute and influence the sustainability of high patient satisfaction scores. The qualitative study will develop a composite study of the essence of the experience among healthcare leaders who have consistently high patient satisfaction scores. Using a phenomenological approach will allow for exploration of common behaviors based on the relationship between leadership behaviors and high patient satisfaction scores with the objective of deriving a model that conceptualizes the underlying social relationships and make-up of this particular population in healthcare. The study will raise awareness within the healthcare sector as to how some leaders consecutively earn patient satisfaction scores in the 90th percentile. By interviewing healthcare leaders, various elements will begin to emerge which may include communication methods, attributes of the leader, and processes and systems that may exist within the culture. Participants will be healthcare leaders (the manager, director, or physician) within a particular unit or department: inpatient, outpatient, ambulatory, and emergency services. The qualitative study lends a unique approach to explore the emotions of leaders and participants within a real healthcare situation offering new insight and knowledge of the healthcare culture. |
