Exploring the role of HRM in service delivery in healthcare organizations: A study of an Indian hospital

Abstract

The new service management school of thought acknowledges a set of new human resource management (HRM) practices, underpinned by the concept of satisfaction mirror between customers and front-line workers. HRM practices in the cycle of success include careful selection, high-quality training, well-designed support systems, empowerment, teamwork, appropriate measurement, rewards and recognition, and the development of a service culture. The model for achieving cycle of success in interactive service works is known as the high involvement work systems (HIWS). There is some research evidence about the positive influence of high involvement HR practices on effective service delivery. This exploratory study examines the role played by HR practices in maintaining the quality of service delivery, in the context of healthcare services. It specifically studies the administrative factors and HR policies that aid effective service quality and the practices that bring down the quality of care provided in a private sector Indian hospital. This being a relatively new area, an inductive approach was used. The study relied on semi-structured interviews for the purpose of data collection. Along with data collection, core theoretical concepts were identified and tentative linkages were developed between the theoretical core concepts and the data. The findings show that the emphasis is more on supreme hospitality and patient amenities than medical treatment. The healthcare industry is witnessing a significant change. A consultant is no longer the 'king'; this position has now been taken by the patients. Of late the emphasis is on patient satisfaction in terms of the facilities provided rather than the nature of medical treatment given. This is primarily so for organizations such as this hospital which aim at providing world-class care and for which ‘patient centricity’ is the hallmark. HR specific issues such as standardization of nursing activities, appraisal systems, effective communication channels, and compensation structure, all affect the quality of service provided in a hospital. Similar research can be conducted across other healthcare organizations to replicate and validate the findings regarding the changing scenario in the industry.