Organizational citizenship behviours (OCBs) of nurses and patient satisfaction: study at public hospitals in Ampara District, Eastern Province of Sri Lanka

Abstract

The importance of Organizational Citizenship Behaviours in many sectors as well as health care setting has been revealed through large numbers of studies internationally. health care is considered one of the most basic needs or wants of humanity and it is an indicator of a nation’s well-being. In the Sri Lanka health care system, nursing staff is the least component of health care personnel in the public health sector. (Sri Lanka National — Health Strategic Master Plan, 2017-2025). Nurses have been the first and the last conflict point where patients come for seeking health service. Throughout structure, process, and providing care are the basic components of every health care setting. generally, to measure the indicators for these components patient satisfaction is considered paramount. In hospitals, performance can be increased through organizational citizenship behavior (OCB) of staff which leads to patient satisfaction. (Kolade, Oluseye, & Omotaya, 2014). ‘he objectives of this study were to find the level of OCB among nurses, level of patient satisfaction, and the relationship between OCB of nurses and patients satisfaction. A (total of 151 nursing staff were randomly selected as a sample for responding to OCB and 151 patients were randomly selected as a sample for answering patient satisfaction. Both respondents have verbally informed the consent and taken as voluntarily participants. The study sites were Akkaraipathu Base Hospital, Ampara General Hospital and Sammathirai Base Hospital, Ampara District, Eastern Province of Sri Lanka. Developed questionnaires were validated using reliability and validity test. As per the result, five variables for OCB (Helping, Courtesy, Conscientiousness, Civic Virtue and Sportsmanship) were identified as highly reliable with Alpha values ranged from 0.687 to 0.749. Alpha values for three patient satisfaction factors namely Physical, Professional Skills and Relationship ranged from 0.741 to 0.755 which explained highly sella, Collected data were analyzed by descriptive, correlation, and regression analysis. The findings revealed that five of OCB variables were positively correlated with patient satisfaction, r values between helping and patient satisfaction was 0.693, courtesy and patient satisfaction was 0.742, conscientiousness and patient satisfaction was 0.749, civic virtue and patient satisfaction was 0.687, and sportsmanship and patient xii autoignition was 0.729: R-value for overall OCB and patient satisfaction was 0.731 which indicates that there is a highly positive correlation between the two variables. |{epreusion analysis test showed that R square value of helping was 0.422 and revealed hit helping accounted for 42.2% of the variance in patient satisfaction whereas courtesy vaunted for additional 6.8%, conscientiousness covered 4.4%, civic virtue meant 4.3% sportsmanship had no significant account for any variance in patient satisfaction. Overall OCB resulted with R. square value of 0.535 and which showed that OCB accounted for 53.5% of the variance in patient satisfaction. The unstandardized coefficient value of beta for OCB was 0.909. Therefore, every unit increase in OCB, patient utilization is expected to increase by 0.909 units. His research contributes to the health care setting where patient satisfaction and providing effective service are taken into consideration. The findings of this study would help the health care management personnel to get insight into the importance of contribution of Organizational Citizenship Behaviours (OCBs) as one of the determinants of patient satisfaction. From the hospital administrative view, this study will help them figure out the significant contribution of OCB to patient satisfaction and set new stratifies to promote the exhibition of OCB among nurses. furthermore, this study could be done by combining qualitative measurement, such as conducting interviews with both respondents, using an open-ended questionnaires to get wider perspectives of the influential factors. There could be other different factors that have influenced patient satisfaction as well as factors affecting OCB displaying. Additionally, this study emphasized only three public hospitals from the Ampara district, and the findings could not be generalized to other regions and settings. Further studies are also required to be carried out in larger hospitals and larger samples at other districts or provinces of Sri Lanka.