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September 02-03, 2019 | Vienna, Austria
WORLD NURSING FORUM
RHEUMATOLOGY & TRAUMA CARE
13
th
International Conference on
&
Nursing Forum 2019 & Rheumatology 2019
September 02-03, 2019
Journal name: Journal of Nursing Research and Practice
J Nurs Res Pract, Volume 3
Volume 3 | ISSSN: 2632-251X
Correlation between collaborators happiness index and customer satisfaction in
intensive therapy
Lídia Guimarães Morais
Dorsal Health Management, Brazil
T
he intensive care environment is of great importance for the recovery
of customers potentially at risk for life. It requires all employees
a lot of concentration, determination and care 24 hours a day. It is a
highly complex place, with very strict and costly processes. Inserted in
this situation is the customer recovery and, through their moment of
weakness, evaluates all this climate in pursuit of greater satisfaction.
The proposal is to determine a happiness index consists of 8 areas:
Motivation at work, work environment, recognition and trust,
involvement with leadership and organization, Compensation, balance
between personal and professional life, happiness in the company where
he works and happiness with the function which plays in the company
where he works. Making a comparison with customer satisfaction
through NPS and determine whether a happier environment provide
greater customer satisfaction.
Two private institutions were surveyed named A and B. With happiness index calculated by Likert scale.
Results: happiness index of 0.76 to 0.59 for drive A and drive B. The NPS-unit was 9.17 and B was 9.6. The conclusion is that
there is no correlation.
Biography
Lídia Guimarães Morais is a nurse graduated from the Evangelical University of Anápolis, post-graduate in business management by
the Dom Cabral Foundation. She is working with health sector management, with experience in the general and sectorial management
of hospitals in Brasilia and Goiás. She is currently involved with projects aimed at developing institutions that seek hospital accreditation
and optimization of processes through the application of quality tools. Full associate of the Brazilian College of Health Executives -
CBEXs - with a search for the best practices and sustainability for the management. Comprises a group of IQG's leading Evaluators
with work on the ONA and QMENTUM hospital certification, disseminating good practices in patient care. She is a partner - owner of
the Dorsal company, health management.
lidiaguimaraes@hotmail.com