Retaining patient-centered skilled professionals in turbulent context: a case study of Lebanese private hospitals

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Mollayess, Z, 2020. Retaining patient-centered skilled professionals in turbulent context: a case study of Lebanese private hospitals. DBA, Nottingham Trent University.

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Abstract

In the turbulent Lebanese context, the major concern of private hospitals is to retain the talented and skilled professional Patient-Centered Care (PCC) staff who contribute to improving the quality of PCC services. The purpose of this study is to investigate the retention of skilled professional employees and its relation with the internal service quality and the external service quality, PCC, in the Lebanese private hospitals.

The core objectives of this study are (1) to explore the reasons why skilled professional employees are staying or leaving their jobs in Lebanese private hospitals, (2) to investigate the managers' and employees’ perceptions about the impact of the quality of workplace retention drivers on the employee retention in these hospitals and (3) to study the relationship between the hospitals’ employee retention and the delivery of PCC from both employees and managerial perspectives.

This research is a multiple case study guided by the pragmatism paradigm and the abductive reasoning approach. Two Lebanese private family-owned hospitals were chosen as the two case studies. The concurrent mixed methods data collection used was based on a structured questionnaire administered to skilled professionals, a study of the hospitals’ archival records together with in-depth semi-structured interviews with managers.

The research findings showed that the common reasons that encouraged the skilled professionals in Lebanese private hospitals to leave their hospitals were stress, pay, and fringe benefits. The common retention drivers were flexible scheduling, quality of care, teamwork, work environment, the relationship between coworkers, and supervisor support. The major conclusion is that the internal work-life quality factors motivate the skilled professionals; thus, contributing to their satisfaction, and enhancing their engagement, leading to employee retention. The research contributed to the development of a framework, that shows cyclical relationships among internal service quality, skilled professionals’ satisfaction, engagement, retention, and PCC delivery. The study has added a new lens to the employees’ retention and the SPC model in general and specifically in Lebanese private hospitals.

Item Type:	Thesis
Creators:	Mollayess, Z.
Date:	July 2020
Divisions:	Schools > Nottingham Business School
Record created by:	Laura Ward
Date Added:	17 May 2022 08:52
Last Modified:	17 May 2022 08:52
URI:	https://irep.ntu.ac.uk/id/eprint/46330