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Perceptions of Service Climate in a Canadian healthcare system
Claudia Steinke1, Helen Kelley1, Olu Awosoga1
1University of Lethbridge, Lethbridge, Alberta, Canada.
Healthcare Management Forum
|May 10, 2023
Summary
Frontline nurses perceive a neutral service climate but negative managerial practices in Canadian healthcare. Improvements in recognizing quality service are needed for better patient and staff experiences.
Area of Science:
- Healthcare Management
- Organizational Behavior
- Nursing Studies
Background:
- Service climate is crucial for healthcare outcomes.
- Recent structural changes in Canadian healthcare systems warrant investigation.
- Frontline nurses' perspectives are key to understanding organizational dynamics.
Purpose of the Study:
- To assess frontline nurses' perceptions of service climate.
- To evaluate views on managerial service practices post-structural changes.
- To identify areas for improving service quality and staff/patient experiences.
Main Methods:
- Survey data collected from 275 frontline nurses in Canada.
- Analysis of perceptions regarding overall service climate.
- Assessment of specific managerial service practices.
Main Results:
- Nurses reported a neutral overall service climate.
- Nurses held strong negative perceptions of managerial service practices.
- Existing service practices require enhancement, particularly in recognition and rewards.
Conclusions:
- Healthcare organizations need to improve managerial service practices.
- Enhanced recognition and rewards for quality service are essential.
- Addressing these areas can positively impact continuous quality improvement, patient, and staff experiences.
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