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American Journal of Medical Quality, Vol. 23, No. 3, 215-221 (2008)
DOI: 10.1177/1062860608314957

The Impact of a Quality Improvement Program on Employee Satisfaction in an Academic Microsystem

Prathibha Varkey, MD, MPH, MHPE

Quality Improvement and Innovation Program, Division of Preventive Occupational and Aerospace Medicine, Varkey.prathibha{at}mayo.edu

Sudhakar P. Karlapudi, MBBS

Division of Preventive Occupational and Aerospace Medicine

Donald D. Hensrud, MD

Division of Preventive and Occupational Medicine, Mayo Clinic College of Medicine, Rochester, Minnesota

Quality improvement is a potential method to enhance employee satisfaction. This study describes the impact of a program instituted to enhance employee satisfaction using the principles of high-performing microsystems. A shared leadership committee, participatory meetings, suggestion boxes, and quality improvement projects were implemented as part of the program. A follow-up survey 1 year after implementation of the program demonstrated an increase in employee perception of the division's desire to improve service (16%), opportunities to expand skills (17%), involvement in work decisions (25%), and the institution's interest in employee well-being (17%). Key drivers of discretionary effort (4 of 5), job satisfaction (2 of 6), and overall satisfaction (1 of 8) with the institution showed statistically significant improvement in the study division as compared with the other divisions in which no such program was implemented. Further research is needed to study systems changes that enhance employee satisfaction and their impact on patient and financial outcomes. (Am J Med Qual 2008;23:215-221)

Key Words: microsystems • quality improvement • employee satisfaction • total quality management • academic


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