Mediation Role of Organisational Supportive Culture in the Relationship Between Human Resources Management Practices and Patient Satisfaction: A Case Study of Rizgary Teaching and Referral Hospital in Erbil-Iraq

Abstract

The main purpose of this research is to examine a research model that explores the mediation role of the organisational supportive culture in the relationship between human resources management practices (HRMP) and patient satisfaction: a case study of Rizgary teaching and referral hospital in Erbil-Iraq. A survey instrument was considered the main data collection tool. The survey participants were medical staff and patients who contributed to the research by replying to the questionnaire indicators. Partial least squares—structural equation modelling (PLS-SEM) was used for analysing the empirical data. The research findings revealed that human resources management practices positively related to supportive culture, results also demonstrated that supportive culture in surveyed hospitals positively and significantly impacts patient satisfaction. The results displayed that human resources management practices directly affect patient satisfaction. Furthermore, supportive culture partially mediated the relationship between human resources management practices and patient satisfaction, due to human resources management practices, directly and indirectly, affecting patient satisfaction. The current research essentially contributes to the literature by indicating that human resources management practices within hospitals, directly and indirectly, enhance patient satisfaction through healthcare services accuracy and meet the expectations of patients, in addition, the results showed that supportive culture partially mediates the relationship between human resources management practices and patient satisfaction.