Exploring Holistic Nurse Manager Roles with New Patient Satisfaction Dimensions and Expectations

Exploring Holistic Nurse Manager Roles with New Patient Satisfaction Dimensions and Expectations

Author: 
Neena S. Philip
Program of study: 
D.H.A.
Abstract: 
The health care environment is transforming with new demands and expectations to improve patient outcomes including patient satisfaction. Health care organizations expect front line nurse managers to improve patient quality and satisfaction without a clear direction or meaningful understanding of the holistic role, functions, and competencies required to achieve organizational goals. The purpose of the qualitative transcendental phenomenological study was to explore the lived experiences and perceptions of the holistic and changing nature of the projected contemporary nurse manager’s roles, skills, practices, and dimensions aligned with the expectations for improving patient satisfaction. The exploration of the lived experiences and perceptions among 21 study participants, and data analysis using the modified van Kaam approach, led to the formulation of eight major themes that explained the nature of the experience with the phenomenon. The eight essential themes that encompass the context of the new contemporary and holistic role of the nurse manager to improve patient satisfaction include the following; (a) new expectations, (b) building a patient caring culture, (c) leader rounding, (d) healthy working environment, (e) staff engagement and empowerment, (f) change agent for continuous quality improvement, (g) impact of organization focus and culture, (h) challenges: sustainability of initiatives; lack of interdepartmental and interdisciplinary teamwork. The new proposed nurse manager role in transformation conceptual model aligns nurse manager contemporary and holistic role with transforming cultures for improved patient outcomes. The study findings are significant to health care organization, leaders, policy makers, and educators, in creating new patient caring and healthy working cultures for improved patient satisfaction.
Dedication: 
First and foremost I dedicate my journey to my Lord Jesus who blesses me each day and provides me with the opportunity to learn and experience life. This dissertation is dedicated to all the people in my life who have cared, believed, and supported me in my amazing life journey. I would like to dedicate this dissertation to my primary source of inspiration, my parents Vergis and Daisy Idichandy, who have showered me with their unfailing love, faith, and support. They instilled and inspired in me a love for God, family, learning, social justice, and a drive for excellence. I dedicate this dissertation to the most important man in my life, my husband Philip who has been my constant source of love, support, patience, and strength, so I could pursue my lifelong goal. I am thankful for his tireless support and sacrifice in attending to our children’s and household needs so I could pursue my education. To my dearest children, Michelle, Nicole and Rachelle; my love, my life, and my all, who understood and sacrificed much, so their mother could complete the doctoral journey- I dedicate this work to you. Thank you for being a source of comfort, and support through many struggles and sacrifices, while our all our lives were suspended, to pursue this goal. Hopefully my journey has inspired you to dream and aspire to reach your potential while staying grounded our values, and love for God. I would also like to thank my sister and close family members for their encouragement and assistance with some of my responsibilities while I concentrated on completing my dissertation.
Acknowledgements: 
I thank my Lord for providing me a wonderful opportunity to experience learning. My doctoral journey would not have been possible, if it wasn’t for special people in my life, who have supported, guided, and mentored me. I would like to extend my deepest and sincere gratitude to Dr. Patricia Traynor, my true and faithful mentor, who in every sense of the word has inspired, believed, and motivated me to reach my goals. Dr. Traynor’s unending support, encouragement, and guidance is a source of inspiration and strength in the most difficult of times. Her expertise and knowledge in the research process has given me a sense of direction and clarity for my dissertation. Dr. Traynor, I thank you for believing in me and helping me through a long but wonderful journey. I would like to thank the committee members Dr. Anne Brett and Dr. Dorin Andreescu for lending their research expertise, guidance, motivation, and support through dissertation pathway. I would like to thank Dr. Anne Brett for providing precious insights in nursing, health care, and phenomenology. I would like to acknowledge and extend my gratitude for the extended family members, close friends, and coworkers who have cheered, supported, prayed, and stood by me, through the last several years. I am ever grateful for the love you bestow on me. I would like to thank my peers, and leadership at my institution for affording me the support and flexibility to attend to my educational goals. I am grateful to the leadership at the various hospitals for providing me the opportunity to conduct the study. In addition I would like to give thanks to the elite group of study participants for giving their time, efforts and sharing their lived experiences and perceptions of the phenomenon. They are a true inspiration and role models for aspiring leaders in health care.