Workforce sustainability and quality of service in accredited hospitals in India: Mediating role of job engagement

Abstract

The healthcare industry in India has witnessed remarkable growth and transformation in recent years, with a burgeoning demand for quality healthcare services. The sustainability of the healthcare workforce and the service quality of accredited hospitals are critical factors that significantly influence the overall healthcare system in India. This study aims to investigate the relationship between workforce sustainability, quality of healthcare service, and job engagement within the context of accredited hospitals in India. A descriptive research design is employed, and a structured questionnaire is used to gather primary data from the doctors and nurses as they have more burnout intentions at the workplace. The sample size of the study is 384 respondents: 86.2% are doctors and 13.8% are nurses. The study results reveal that unmarried doctors and nurses exhibit greater sustainability (with a score of 3.7767). Similarly, the millennial workforce demonstrates higher sustainability (scoring 3.8106) than the Gen X cohort (scoring 3.7775). Notably, doctors exhibit greater sustainability in the workplace (scoring 3.7772) when contrasted with nurses (scoring 3.6061). Job engagement varies with the annual income. The female workforce holds more favorable perceptions regarding the quality of healthcare service (scoring 3.8583). The study found that workforce sustainability, quality of healthcare service, and job engagement are positively correlated. Further, the study revealed that workforce sustainability positively and significantly impacts service quality in hospitals (22.4%), and job engagement mediates the workforce sustainability and quality of healthcare services.