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A closer look at how managerial support can help improve patient experience: Insights from the UK’s National Health Service

Ogbonnaya, C., Babalola, M.T. (2021) A closer look at how managerial support can help improve patient experience: Insights from the UK’s National Health Service. Human Relations, 74 (11). pp. 1820-1840. ISSN 0018-7267. (doi:10.1177/0018726720938834) (KAR id:92856)

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Recent debates in healthcare have emphasized the need for more respectful and responsive services that meet patients’ preferences. These debates centre on patient experience, one of the most critical factors for measuring healthcare performance. In exploring the relevance of patient experience key questions need answers: what can managers or supervisors do to help improve the quality of healthcare? What is the role of employees? Addressing these questions, this study examines whether perceived supervisor support (PSS) promotes patient experience through a serial mediation involving perceived organizational support (POS), and positive employee outcomes such as engagement, involvement and advocacy. Using two-wave data from the British National Health Service, we show that PSS is strongly associated with POS, which in turn improves engagement, involvement and advocacy among employees. PSS also has a positive indirect influence on patient experience through POS and advocacy; but the indirect paths involving engagement and involvement are not supported. We offer useful guidance on how healthcare employers can support employees towards improving the quality of services rendered to patients.

Item Type: Article
DOI/Identification number: 10.1177/0018726720938834
Uncontrolled keywords: adult; article; employee; employer; human; national health service
Subjects: H Social Sciences
Divisions: Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Chidi Ogbonnaya
Date Deposited: 26 Jan 2022 08:54 UTC
Last Modified: 27 Jan 2022 10:14 UTC
Resource URI: (The current URI for this page, for reference purposes)
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