Improving the quality of work life in hospitals: a case study

Quality of work life (QWL) programs can improve employee morale and organizational effectiveness. But implementing a successful QWL effort in a healthcare setting is not easy because of the unique administrative structure and inherent complexities of modern hospitals. This article describes a joint union-management quality of work life program that was carried out in a large urban medical center. Despite employee enthusiasm for the program and a major commitment of financial and human resources over its three-and-a-half-year course, the program failed to achieve long-term changes in the hospital. The shortcomings of the QWL program are analyzed and recommendations for future practice are described.