Relationships Among Organizational Values, Employee Engagement, and Patient Satisfaction in an Academic Medical Center

Ji Yun Kang; Minji K Lee; Erin M Fairchild; Suzanne L Caubet; Dawn E Peters; Gregory R Beliles; Linda K Matti

doi:10.1016/j.mayocpiqo.2019.08.001

Relationships Among Organizational Values, Employee Engagement, and Patient Satisfaction in an Academic Medical Center

Mayo Clin Proc Innov Qual Outcomes. 2019 Oct 22;4(1):8-20. doi: 10.1016/j.mayocpiqo.2019.08.001. eCollection 2020 Feb.

Authors

Ji Yun Kang¹, Minji K Lee², Erin M Fairchild³, Suzanne L Caubet¹, Dawn E Peters¹, Gregory R Beliles⁴, Linda K Matti¹

Affiliations

¹ Human Resources, Mayo Clinic, Rochester, MN.
² Kern Center for Science and Health Care Delivery, Mayo Clinic, Rochester, MN.
³ Office of Patient Experience, Mayo Clinic, Rochester, MN.
⁴ Associate Administration, Mayo Clinic, Rochester, MN.

Abstract

Objective: To examine the relationships among various organizational values, employee engagement, and patient satisfaction in an academic medical center.

Participants and methods: Organizational values and engagement data were retrieved from 2015 all-staff survey results from 1876 clinical units at Mayo Clinic. For patient satisfaction data, Press Ganey scores from visits from July 1, 2015, through January 1, 2016, were matched with data for 26 outpatient units from the all-staff survey. The study was performed from January 1, 2016, through December 31, 2017.

Results: From the all-staff survey results, we identified seven constructs related to values and employee engagement, all of which showed high positive correlation with each other. We were able to determine a structural equation model for values and engagement that had an excellent fit (comparative fit index, 0.957). Empowering leadership was positively correlated with the largest number of patient satisfaction items, followed by employee engagement and psychological safety/trust. All items from the care provider category had positive correlations with empowering leadership and psychological safety/trust.

Conclusion: All the organizational values studied showed positive correlation with employee engagement, and all the organizational values and engagement were predictors of excellence and innovation either directly or indirectly. This affirms that honoring organizational values related to respect, psychological safety/trust, empowering leadership, and fairness has a positive influence on employee engagement and desire to pursue excellence. Organizational values, engagement, and empowering leadership behavior were positively correlated with many patient satisfaction items.

Keywords: CFI, comparative fit index; RMSEA, root mean square error of approximation; SEM, structural equation modeling; SRMR, standardized root mean square residual.