Perceived Organizational Support in Health Care: The Importance of Teamwork and Training for Employee Well-Being and Patient Satisfaction

Abstract

This study uses organizational support theory to examine how health care employees’ perceptions of teamwork influence patient satisfaction through a serial mediation involving employee well-being and intention to remain. The study also examines the extent to which the training that employees receive might enhance these relationships. Hypothesized assumptions are tested by multilevel analysis using data from 66,930 employees nested within 162 organizations from the British National Health Service (NHS). Our findings indicate that teamwork has a positive indirect association with patient satisfaction through employee well-being (i.e., job satisfaction and work engagement) and intention to remain, in sequence. The strength of this indirect relationship is also enhanced by training provided to employees by the organization.