Examining Acute-Care Human Performance Trends During Disruption: A Mixed-Methods Study

The most important asset in a healthcare organization is the human workforce. Healthcare workers are highly educated and trained knowledge workers who use their skills to provide value to the organization by caring for patients in need. However, the disruption caused by the coronavirus (COVID-19) pandemic has not only changed the way care has been delivered by the healthcare workforce, but it has also changed the way patients perceive their care experience. This dissertation expands the existing health services literature by exploring how employee engagement and patient experience has changed as a result of the disruption caused by the COVID-19 pandemic. Results from this dissertation pertaining to employee engagement and patient experience are consistent with previous studies. However, this work filled gaps in the literature as it relates to studies analyzing employee engagement and patient experience trends over time, in addition to advancing the literature by identifying best practices for engaging employees during disruptive times