A comparative analysis of the influences of specialized and non-specialized emotional intelligence training on patient satisfaction

Abstract

ABSTRACTPurpose: This study determines which of specialized and non-specialized training has a stronger association with emotional intelligence and patient satisfaction in general practice.Design/methodology/approach: The study's population was health care personnel in some hospitals in Accra, Ghana. Participants were 403 volunteer health workers, including patients vising the outpatient departments of the hospitals. A self-reported questionnaire was used to gather data and confirmatory factor analysis was used to present findings.Findings: The study found that both specialized and non-specialized training make a positive influence on EI after controlling for the confounding variables. Emotional intelligence also makes a positive influence on patient satisfaction under both specialized and non-specialized training. Specialized training makes a significant positive effect on patient satisfaction but non-specialized training does not.Practical implications: Specialized training is more strongly associated with emotional intelligence of health workers as compared to non-specialized training; hence hospital administrators would have to apply it rather than non-specialized training if their goal is to augment emotional intelligence and its application in patient care.Originality/value: This study is the first in a developing country context to compare specialized and non-specialized emotional intelligence training programmes with respect to their impacts on patient satisfaction and thus makes way for a possible theoretical adjustment in the literature.