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INTRODUCTION::

employee satisfaction has been defined in many different ways. Some believe it is simply how
content an individual is with his or her job, in other words, whether or not they like the job or
individual aspects or facets of jobs, such as nature of work or supervision.
Employees play a very important role in success of any venture. Employee satisfaction surveys
are widely used to garner information about the health of any organization. The satisfaction that
customers derive is known to be correlated to the satisfaction of employees involved in delivering
service
health care is an extraordinarily people-centric industry. Aside from the obvious fact that the
patient consumes services to his or her physical body, nearly all treatments and procedures are
administered by people. The management of health care personnel takes place in a complex
environment involving a variety of professionals, extensive use of materials and equipment, and
an array of services that extend beyond health care to include food, hospitality and instruction.
This challenging environment places a great deal of stress on employees. In this study we
explore the satisfaction of employees in a major hospital to determine the extent to which
employee satisfaction relates to the quality of the patient experience. We provide an extensive
review of the literature of health care employee satisfaction and then provide an empirical
analysis that shows a direct and positive relationship between the satisfaction of employees and
the quality of the patient experience in a major urban hospital

Organizational Set-Up:
Iqraa hospital is run by charitable organization Foundation, The first Hospital that
caters to the greater population of Sarkhej & Juhapura in Ahmedabad. It Serves
6,00,000 of population.
Iqraa hospital was established in March 2002, successfully gained the consent &
confidence of the Hazrat Pir Mohammed Shah (R.A) trust to manage the hospital
project including building to cater to the health needs not only of this area but to
patients from outlying areas and other parts of Gujarat.
Along with health care facilities it also conducts 6 months of courses for Nursing,
Laboratory technician & X-Ray technician for underprivileged students.
This 70 bedded hospital has three major & three minor operation theatre. there
are special room, semi special room and general ward. there are 25 more
consulting doctors giving service to hospital with different speciality. there are
more than 100 staff member working with hospital. hospital have also ambulance
services .
There are 200 more patient come to opd. There are more than 5000 x ray and
4000 sonography done in year. In pathology department 10000 patients per
year .there are daily two to three major operation done.

Details of Services to be offered in the Hospital


Medical Services ,Emergency Medicines ,ICU, casualty, General Medicine,
Pediatrics & Neonatology; Nursery, Intensive Neonatal Care, Anesthesia,
Ventilation, x ray imaging Mobile x ray unit 100 mA and 500 mA x-ray Machine
,ultras sound with colour doppler Machine, Pathology, Histopathology,
Hematology,
Serology, Microbiology
& Biochemistry,Cardiology,Physiotherapy with Infrared therapy, ultra Violet
therapy, Shortwave
Diathermy, high Frequency physiotherapy, Traction,
stimulation, Physical fitness,ophthalmology,General Surgery,orthopaedics etc

Review of literature

According to Weiss Job satisfaction is defined as a pleasurable emotional state resulting from
appraisal of ones job, an effective reaction to ones job and an attitude towards ones job. 1
Herzberg et al reviewed more than 150 studies and listed various job factors of job
satisfaction as Intrinsic aspect of job, Supervision, Working conditions, Wage and salaries,
Opportunities for advancement, Security, Company and management, Social aspect of job,
Communication and Benefits.2
In a study conducted by Al-Eisa Ibrahim S et al a self-administered questionnaire based on
socio-demographic characteristics and job satisfaction was given to 89 participants. The
study consisted of 42 males and 47 females; 56.2% were Kuwaiti, 82.0% were married and
73.0% had children. The results of study showed that the overall satisfaction was 61.8%.
Significantly thehigher the age the higher the job satisfaction. There were no significant
differences in overall job satisfaction for nationality, sex, marital status and number of
children. GPs were less satisfied with the rate of pay and the amount of variety in work but
more satisfied with their colleagues. Young physicians appear to need more attention and Job
satisfaction of primary health care physicians is critical for improvement of health systems. 3
Al-Enezi. Naser et al took a stratified random sample size of 500 nurses
working in Ministry of Health hospitals in Kuwait and a questionnaire was
distributed among them to identify factors related to the job satisfaction
of nurses and the effect of selected background characteristics on the
global satisfaction scale by using the McCloskeyMueller Satisfaction
Scale. Factor analysis identified five factors: satisfaction with (a)
professional opportunities; (b) praise and recognition; (c) scheduling of
duty; (d) control and responsibility, and (e) extrinsic rewards. These
together explained 59.5% of the total variance. Nurses were found to be
dissatisfied with two of five factors: professional opportunities and
extrinsic rewards and satisfied with the remaining three factors, although
levels of satisfaction were not very high. The relationship of job

satisfaction with nationality and marital status was positive and


significant. However, a higher level of educational qualification showed an
inverse relationship with job satisfaction. Based on findings,
recommendations were made to develop a strategy to improve various
aspects of nurses professional development and extrinsic rewards.4 A
descriptive, co-relational and cross-sectional study conducted by
Mosadeghrad Ali
A descriptive, co-relational and cross-sectional study conducted by
Mosadeghrad Ali Mohammad et al to gain a better understanding of the
relationships between job satisfaction and organizational commitment of
employees, and their impact on turnover intention at Isfahan Hospitals.
Data was collected by the distribution of two questionnaires among 629
employees of these hospitals through a stratified random sampling
method. The results indicate that hospital employees are moderately
satisfied with their jobs and committed to their organization. Employees'
job satisfaction and organizational commitment were closely inter-related
and correlated with turnover intention (P < 0.001). The positive
correlation between the two was expected, but there was also
unexpected correlation with turnover intention. As job satisfaction and
organizational commitment have strong correlation with turnover, it was
suggested to reinforce them by applying the right human resource
policies

Rationale:::

There is a definite link between employee attitudes and patient


satisfaction. If employees are unhappy or dissatisfied, despite their best
efforts; it is difficult for them to conceal this factor when interacting with
patients and other staff members. One of the primary reasons for
evaluating employee satisfaction is to identify problems and try to resolve
them before they impact on patient care and treatment. Improving the
quality of patient care in hospitals is a vital and necessary activity.
Patients report they receive less individual attention than ever before.
They complain that doctors and nurses are too busy tending to the
technical aspects of care to provide the much needed attention to
patients personal needs. Not only is it important in terms of quality of
patient care, assessing employee satisfaction is a critical component in
retaining qualified health professionals. Many health care providers feel
frustrated and disillusioned in jobs they expected to find fulfilling. They

have less time to do a quality job of caring for patients; they are
continually expected to cut corners, but see waste and feel unable to
change the situation; they feel unappreciated and they feel their skills are
underused. This leads to low morale, staff turnover, and overall
disenchantment with job opportunities in health care

Statement of problem
Job satisfaction is very important for a persons success in his/her
professional life and for the development of the organization he/her is
working for. This study of evaluation of emplyoee satisfacion at iqraa
hospital is aims at finding out jobsatisfaction level of staff in the
organization,to adress problem perceived by employee and its impact on
talent retention.

Objective of study:

Objectives (clearly stated in behavioural terms).


The study envisages gauging satisfaction level of employees working in
different departments/units of iqraa hospital. Drawing from the globally
renowned Gallup Study, a questionnaire focusing on major dimensions
related to employees satisfaction viz. Personal Satisfaction, Autonomy,
Career & Compensation, Departmental Factors, Supervision, Work Life,
Working Relationships, Work environment, Training &Resources, Performance
Evaluations, Recognition etc. shall be used for this purpose.
Aggregated satisfaction shall be compared between various departments of
ABC hospital, also separate analysis of various dimensions of satisfaction
listed above will be carried out to identify specific problems and suggestions
will be provided for overcoming them. In effect the hospital will be able to
reduce employee turnover, reduce absenteeism, improve supervision,
identify training needs etc. to improve the overall efficiency
The specific objectives are :

Assess overall satisfaction based on indices viz. Personal Satisfaction,


Autonomy,
Career
&
Compensation,
Departmental
Factors,
Supervision, Work Life, Working Relationships, Work environment,
Training & Resources, Performance Evaluations, and Recognition.

Evaluate satisfaction within departments


satisfaction indices of the organization

Provide recommendations for improving satisfaction which will improve


productivity

and

compare

it

with

The primary objective of the consulting project was to examine the cause
of the high attrition rate among doctors & nursing staff in hospital.

To fulfill the future needs & aspirations of employees in the organization

To verify the satisfy level of employees in the organization

To ensure Co-ordination between employees & the organization

To protect the interest of the employees in the organization

To make employee proud of their organization

To bring out proper working between employees & organization to improve


the organizations image.

To take efforts & measures to improve the situation & conditions of


employment.

Scope of study;

The study covers all levels of Employees and various aspects


of Employees like:
Identifying Employees attitudes towards various attributes at
work place.
This study gives us an insight of how Employees see and
perceive about
Organization.
Interpersonal relations,
Opportunities for career growth,
Compensation and benefits,
Training and development,
Working conditions,
Communications,
Research Methodology:
Quantitative method based on questionnaire with established reliability shall
be used to collect satisfaction as a multidimensional constructAnanonymous
survey seeking feedback of employees on various organizational aspects

associated with satisfaction of employees will be conducted at IQRAA. A


questionnaire consisting of 40 items covering 12 satisfaction-dimensions of
significance, as reported in the literature, will be used for this purpose.
39 items are to be rated on 5-point scale (1- Strongly Disagree 2 - Disagree 3Neutral 4 - Agree 5- Strongly Agree)
One question soliciting employees suggestion will be open-ended. Besides a
question soliciting overall satisfaction of the employees, other questions
incorporated in the questionnaire were meant to gauge twelve satisfactiondimensions given below.
1 Clarity on Role & Responsibilities
2 Infrastructure, Work Related Resources & Facilities
3 Alignment with Company's Vision & Goals, Perception about Company
4 Relationship with Supervisors/Immediate Reporting Manager
5 Feedback on Existing Systems & Processes
6
Inter & Intra-Departmental Working Relationships & Interpersonal
Relationships, Cooperation
7 Communication, Culture & Work Environment
8 Perception about Management
9 Ownership, Accountability & Trust
10 Quality& Customer Consciousness
11 Health& Safety
12 Employees Growth, Career & Compensation, Benefits

Research Design

Quantitative Descriptive Analysis (QDA) is a behavioral sensory evaluation approach


that uses descriptive panels to measure a products sensory characteristics.Many
researchers view quantitative research design as the best approach to scientific research
because it offers precise measurement and analysis. In quantitative research design the
researcher will count and classify, and build statistical models to then explain what is
observed. Data collected using this research approach is in the form of numbers and
statistics. Our study had used descriptive quantitative design covering all the
90 employees working at the hospital.

Nature and source of data/information collected.


Data of all the 90 employees were collected using a questionnaire with all
the questions appropriately scaled to gauge variation in
responses.questionnarie of 40 simple
Question with answer in grade stated as above.

Sample and sampling technique.


The study was attempt collected data of 90 employeesof iqraa hospital in a
time frame of 1 week.all 90 emplyoee were given quetonnarie in printed
paper and asked their resposne.
When ever any had difficulty about any question they are asked to clarify .

Tools and Techniques to be used for data collection


The study used a questionnaire covering various dimensions covered by the
renowned consultancy firm Gallup.This questionnaire with established
reliability, attempts to measure satisfaction with specific focus on multiple
dimensions viz. Personal Satisfaction, Autonomy, Career & Compensation,
Departmental Factors, Supervision, Work Life, Working Relationships, Work
environment, Training & Resources, Performance Evaluations, and
Recognition. The questionnaire is given as Annexure-1.
Detail of tool: constructAnanonymous survey seeking feedback of
employees on various organizational aspects associated with satisfaction of
employees will be conducted at IQRAA. A questionnaire consisting of 40 items
covering 12 satisfaction-dimensions of significance, as reported in the
literature, will be used for this purpose.
39 items are to be rated on 5-point scale (1- Strongly Disagree 2 - Disagree 3Neutral 4 - Agree 5- Strongly Agree)
One question soliciting employees suggestion will be open-ended. Besides a
question soliciting overall satisfaction of the employees, other questions
incorporated in the questionnaire were meant to gauge twelve satisfactiondimensions given below.
1 Clarity on Role & Responsibilities
2 Infrastructure, Work Related Resources & Facilities
3 Alignment with Company's Vision & Goals, Perception about Company

4 Relationship with Supervisors/Immediate Reporting Manager


5 Feedback on Existing Systems & Processes
6
Inter & Intra-Departmental Working Relationships & Interpersonal
Relationships, Cooperation
7 Communication, Culture & Work Environment
8 Perception about Management
9 Ownership, Accountability & Trust
10 Quality& Customer Consciousness
11 Health& Safety
12 Employees Growth, Career & Compensation, Benefits

Data handling and analysis


The data obtained will be digitized in EXCEL and will be converted to SPSS for
analysis. meaningful summary statistics to gauge the satisfaction levels
based on responses at overall organizational level along with comparable
inter-department summaries (Frequencies ,Mean, Median, Standard
Deviation, proportions etc.) will be generated.