"他们说他们会倾听。但他们真的倾听了吗?医院医生对组织失聪、脱节和否认的定性研究。

IF 1.6 Q3 HEALTH POLICY & SERVICES
Jennifer Creese, John Paul Byrne, Edel Conway, Gerard O'Connor, Niamh Humphries
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引用次数: 0

摘要

提供服务的员工与医疗机构管理层直接分享信息和反馈,对于机构文化和服务改进至关重要。然而,医院医生表示,他们感到无法与管理层进行有效沟通,以提供证据并影响改进工作,这会影响工作满意度、工作场所关系、服务提供,并最终影响患者安全。在本文中,我们利用移动即时信息人种学(MIME)研究中获得的数据,探讨了阻碍他们畅所欲言和实现变革的障碍,以及这些障碍对员工士气和服务的影响。我们发现了阻碍有效反馈和沟通的三大障碍,这与之前的文献一致:(1) 组织失聪,(2) 管理者与一线员工脱节,(3) 对所提出的叙述和问题的否认。我们将这些因素归纳在一起,以确定这些发现对医疗管理人员的主要影响,并提出政策和实践改进建议。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
"They say they listen. But do they really listen?": A qualitative study of hospital doctors' experiences of organisational deafness, disconnect and denial.

The sharing of information and feedback directly from service-providing staff to healthcare organisational management is vital for organisational culture and service improvement. However, hospital doctors report feeling unable to communicate effectively with management to provide evidence and affect improvement, and this can impact job satisfaction, workplace relations, service delivery and ultimately patient safety. In this paper, we draw on data elicited from a Mobile Instant Messaging Ethnography (MIME) study involving 28 hospital doctors working in Irish hospitals, to explore the barriers preventing them from speaking up and effecting change, and the impact of this on staff morale and services. We identify three major barriers, consistent with previous literature, to effective feedback and communication: (1) organisational deafness, (2) disconnect between managers and frontline staff, and (3) denial of the narratives and issues raised. We draw these together to identify key implications from these findings for healthcare managers, and suggest policy and practice improvements.

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来源期刊
Health Services Management Research
Health Services Management Research HEALTH POLICY & SERVICES-
CiteScore
4.00
自引率
4.80%
发文量
33
期刊介绍: Health Services Management Research (HSMR) is an authoritative international peer-reviewed journal which publishes theoretically and empirically rigorous research on questions of enduring interest to health-care organizations and systems throughout the world. Examining the real issues confronting health services management, it provides an independent view and cutting edge evidence-based research to guide policy-making and management decision-making. HSMR aims to be a forum serving an international community of academics and researchers on the one hand and healthcare managers, executives, policymakers and clinicians and all health professionals on the other. HSMR wants to make a substantial contribution to both research and managerial practice, with particular emphasis placed on publishing studies which offer actionable findings and on promoting knowledge mobilisation toward theoretical advances.
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