Research Report: Staff Turnover Impact on Patient Satisfaction in NHS

This research report investigates the impact of staff turnover on Bury NHS Hospital, which provides mental health care services. The report examines the detrimental effects of staff turnover on patient satisfaction, hospital operations, and employee morale. The study highlights the importance of potential staff in delivering quality healthcare and maintaining patient relationships. The methodology includes a qualitative research approach, utilizing an inductive approach and Interpretivism philosophy. The report analyzes the challenges faced by the hospital due to staff turnover, such as increased workloads, reduced customer satisfaction, and difficulties in attracting and retaining skilled staff. The report also explores potential solutions, such as providing competitive salaries, engaging staff in decision-making processes, and creating a supportive work environment to improve staff retention and enhance overall hospital performance. The report also mentions the ethical considerations followed during the research and acknowledges challenges faced during data collection.

RESEARCH METHOD

Table of Contents
INTRODUCTION...........................................................................................................................3
RESEARCH BACKGROUND.......................................................................................................3
Aim And Objectives....................................................................................................................3
LITERATURE REVIEW................................................................................................................4
RESEARCH METHODOLOGY ....................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
RESEARCH BACKGROUND
Staff Turnover refer to as the number or proportion of personnels who leave an
enterprise and are changed through new employees. Further, whether a worker resigns or is fired,
their absence impacts the overall income margins. Moreover, having to pay for continued
advantages, coupled with the price of hiring someone to take their location, results in misplaced
productivity and, ultimately, lost receipts (Richard and et.al., 2017). However, due to the staff
turnover in hospitals adversely impact the patients' health and their satisfaction as well which in
turn destroys the image of the hospital. Further, high employee turnover leads to low morale
within hospital this is due the fact that overworked personnels commonly are given multiplied
obligations and workloads following the lack of a key determine in a skilled or energetic body of
workers.
However, New team of workers contributors aren't that much skilled thus they suffer
from reduced morale as they fight to study new task techniques and responsibilities. If any such
work surroundings keeps, it could cause the health facility’s experiencing extreme challenges in
attracting and preserving excellent expertise staff. In flip, this negatively impacts the hospital
routine operations. Further, the research report will outline the impact of staff turnover on the
operation of bury NHS hospital that provide mental health care services to disable person,
provide training to abnormal patients and other services to the society of Manchester. Further,
this hospital also provide treatments to people who are suffering from depression, anxiousness,
or bio polar disorder. Simultaneously, Bury NHS hospital also run rehabilitation where they treat
drug and alcohol addictive patients and take proper care of them (Lloyd and et.al., 2015).
Rationale
The reason behind choosing this topic is that potential staff are significant part of the
hospital but today more and more staff are leaving their jobs which is not only impacting the
operations of NHS hospital but also negatively impacting the patients' satisfaction which in turn
decreasing the image of the hospital.
Aim And Objectives
Aim:

Study on the impact of staff turnover on the customer satisfaction in Bury NHS hospital.
Objective:
 To evaluate the significance of potential staff in NHS hospital?
 To identify the impact of staff turnover on the patients' satisfaction?
 To analyse the challenges faced by the hospital due to staff turnover?
 To recognise the ways to retain the staff in their hospital.
Research Questions:
11 What are the importance of potential staff in NHS hospitals?11 How staff turnover will impact the patient's satisfaction?11 What are the challenges that will be face by the NHS hospital due to staff turnover?11 What are the ways through which hospital can retain staff?
LITERATURE REVIEW
According to author Kumar (2019), an expertise and professional staff members are
essential within the hospital industry as these staff members helps to provide proper treatment to
patients and maintains strong relationship with the patients. However, if the hospital has
impotential personnels they it may to lead to customer's dissatisfaction which in turn may affect
the image and revenue of the hospital. However, the potential staff members always prioritise
their patients first and respond to their queries quickly, furthermore, professional staff of the
hospitals provide mental and emotional support to the patients and making them feel secured
within the hospital. Thus, the potential employees are significant part of the NHS hospital as they
provide better health care services to the patients which in turn enhances the customer base of the
hospital.
However, the staff turnover directly impact the patients' satisfaction because patients visit
hospitals with the prospect of getting better treatment and services, but if the hospital is facing
high employee turnover then it will directly impact their image. In the opinion of Mackey and
Gass (2015), staff turnover regularly results in a scarcity of nursing workers that adversely
affects patient satisfaction because patients who had been treated to via nurses who found their

work significant experienced better tiers of delight with the care they received than people who
had nurses who expressed subject to give up their process. Thus, higher staff turnover are
directly linked to patient mortality rate.
Moreover, according to Ehrhart and Kuenzi, (2017) due to higher staff turnover hospitals
may face various challenges due to which their operations and revenue may get affected. For
instance, due to higher staff turnover the hospital may face overload of work and patients that
means they have higher number of patients who are visiting the hospital for taking treatments for
their health issue but the hospitals do not have staff to treat the customer's which directly impacts
the image of the company. However, as the existing employees get fire or they voluntary leave
an organisation then they will be replaced by the new staff members who will take time to get
expert in giving proper treatments to the patients thus, it will reduce the customer base of the
hospital.
In the opinion of Richard and et.al., (2017) there are many ways through which hospitals
can retain their staff members like hospitals should provide enough salary to their employees that
it could fulfil the basic living necessities of the staff. Furthermore, the hospitals must engage
their staff members in all the decision making process of the hospitals like framing new policies,
introducing new technology etc. Thus, the employee engagement reduces the turn over which in
turn also enhances the customer satisfaction.
RESEARCH METHODOLOGY
Research Method
There are two types of research method namely; qualitative and quantitative wherein
qualitative research method is used to get into in-depth analysis of the subject matter. On the
other hand quantitative research method is used to develop numerical outcome of the content by
using statistical or mathematical methods. Furthermore, the researcher will adopt qualitative
research method because this method helps to reach the outcomes by considering the real life
situations.
Research Approach
There are two types of research approaches through which study can be conducted
namely Inductive and deductive wherein, inductive research method used to discover new

phenomena or theory on the basis if existing content whereas, deductive research method used
existing theory to reach the conclusion of the study being conducted. Moreover, the researcher
will follow inductive approach as it help them to invent new model or theory based on the
current situation (Lloyd and et.al., 2015).
Research Philosophy
There are two types of research philosophy which are inclusive of positivism and
Interpretivism wherein, positivism method helps to discover the laws and identify the human
behaviour without getting directly interacting with the customers. On the other hand,
Interpretivism method helps the researcher to gain in depth understanding of the behaviour of the
customers. Furthermore, the researcher will use Interpretivism method to conduct study because
this method is more reliable as they help them interact with respondents directly and understand
their response.
Research design
There are two types of research design through which study can be conducted namely;
experimental and descriptive wherein, experimental is conducted in a managed surroundings,
typically a laboratory which also involves one or extra variables that are manipulated to decide
their effect on a mutualist parameter. On the other hand, Descriptive research method is a
systematic technique which involves gazing and describing the behaviour of a matter without
determining it in any way. Furthermore, the researcher will use descriptive method as it can be
observed by analysing the natural surrounding without making any prediction and reaching the
result based on real situations.
Sampling
There are two methods through which sampling can be done namely; probabilistic and
non-probabilistic wherein, probabilistic sample is done by considering random sample which
may include large number of population whereas in non-probabilistic sample researcher will use
judgements and viewpoints to reach specific outcomes (Ehrhart and Kuenzi, 2017). Moreover,
the researcher will use probabilistic method because this method is easy to use and represents
huge number of people to reach the specific decision.
Data Collection

There are two types of data collection methods namely; primary and secondary wherein
primary method is used to conduct study on new data and facts which has not being conducted
earlier whereas the secondary method is used to conduct study based on the existing information
that has already being presented.
Data Analysis
There are two methods through which data analysis can be done qualitative and
quantitative wherein, in qualitative method the research will have in-depth analysis of the subject
matter based on facts and theories whereas in qualitative method the researcher will have
numerical research based on the mathematical techniques and methods. Furthermore, the
researcher will use qualitative research method which will be based on thematic analysis within
which tables, charts and graphs will be used to implement it (Kumar,2019).
Ethical Consideration
In ethical consideration research will follow various ethics to conduct study like the
researcher should be adult, further, the research study should not include forceful participation of
respondent while taking the survey and the data should be taken from legal sources.
Access issues
While conducting research the researcher has gone through the challenge of access issue
which has consumed a lot of time. Furthermore, while studying about the matter the content was
not properly available on the sites which has presented a lot of issue while making the research
report (Mackey and Gass,2015).
REFERENCES
Richard, O.C and et.al., 2017. The impact of supervisor–subordinate racial-ethnic and gender
dissimilarity on mentoring quality and turnover intentions: do positive affectivity and
communal culture matter?. The International Journal of Human Resource Management,
pp.1-28.
Lloyd, K.J and et.al., 2015. Is my boss really listening to me? The impact of perceived supervisor
listening on emotional exhaustion, turnover intention, and organizational citizenship
behavior. Journal of Business Ethics.130(3).pp.509-524.

Ehrhart, M.G. and Kuenzi, M., 2017. The impact of organizational climate and culture on
employee turnover. The Wiley Blackwell Handbook of the Psychology of Recruitment,
Selection and Employee Retention, pp.494-512.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design.
Routledge.
Silverman, D. ed., 2016. Qualitative research. Sage.