Influence of Servant Leadership on Employee Satisfaction, Quality of Care, and Patient Satisfaction

Literature indicates that the characteristics of servant leadership have a positive impact on improving employee satisfaction, thereby quality care and patient satisfaction. This project used a quantitative, correlational design to examine the link between servant leadership characteristics and employee perceived job satisfaction, quality of patient care, and patient satisfaction at the community hospital in Texas. Also, this project examined if an educational intervention on the constructs of servant leadership provided to leaders will influence employee perception of job satisfaction, thereby quality care, and patient satisfaction. Thirty-four clinical employees completed two survey instruments. The data that was collected using the Organizational Leadership Assessment (OLA) instrument and the Minnesota Satisfaction Questionnaire (MSQ) short form was analyzed through SPSS software version 20 to determine the link between servant leadership and job satisfaction. Specific domains from the patient satisfaction scores using the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey were calculated to determine quality of patient care and patient satisfaction. The findings from the analysis of the data revealed a significant positive correlation between the perception of servant leadership in leaders and general job satisfaction (r = 0.611, p < 0.0002). Patient satisfaction scores also indicated higher scores in several domains that were measured post-educational intervention on servant leadership constructs. The results of the project, however, supported the positive correlation between servant leadership and general job satisfaction, thus quality care, and patient satisfaction in a healthcare setting.Based on the results obtained from the Fishers exact test, patients were more likely to recommend the hospital post- educational intervention on the constructs of servant leadership provided to the leaders. The findings from this project might assist individual leaders of the organizations to gain an appreciation of their leadership characteristics, and might better prepare them to become more successful in the organization. The belief is that a positive work environment will result in increased nurse satisfaction, adding strength to the workforce and thereby quality care of patients.In addition, this project also adds to the existing body of knowledge while providing a more comprehensive understanding of servant leadership. The report published by The Institute of Medicine (IOM), in conjunction with the National Academy of Sciences and the Robert Wood Johnson Foundation on The Future of Nursing articulates the importance of effective leadership to transform healthcare.