STAKEHOLDERS' SATISFACTION MEASUREMENT IN THE ENVIRONMENT OF PUBLIC HOSPITALS’ NURSING SERVICES
STAKEHOLDERS' SATISFACTION MEASUREMENT IN THE ENVIRONMENT OF PUBLIC HOSPITALS’ NURSING SERVICES

Summary/Abstract: The purpose of this study is to examine the satisfaction of three stakeholders (the nursing staff, the heads of nursing units and the patients) in order for the management to collect the necessary data and foster a culture of accountability and continuous learning with regard to the provision of healthcare services. With the dissemination of such organizational culture, top management can develop a philosophy and mentality that promotes the continuous improvement of nursing services. The answers were collected via three questionnaires that were distributed to a variety of population groups, namely: a) the heads of nursing units, b) the employees (nursing staff), and c) the patients were served at the Public General Hospital of Serres, in Northern Greece. The subject in question was examined using the six point-Likert scale and quantitative methods have led to the collection of reliable data. The current study explored the relationships between organizational procedures' operation by the top management with employees' and patients' satisfaction. Results of the analysis show that the continuous improvement of the organizational procedures significantly affects the positive perceptions of the nursing staff. On the other hand, the results revealed that there aren't significant relationships between the aspects of patients' satisfaction with the nursing staff's satisfaction. Management planning in healthcare services is absolutely essential, and the process of planning depends on the identification of organizational goals in relation to the implemented procedures. The motivation of the nursing staff and the continuous improvement of procedures depend on the continuous measurement of procedures through the feedback based on staff's perceptions.

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