Business Intelligence in Healthcare: Employee Impacts and Patient Satisfaction

Abstract

Although many organizational consequences of business intelligence (BI) are discussed in the literature, little empirical evidence is presented on the impacts of BI on front line medical care employees and how these impacts might relate to patient satisfaction. The following research questions were developed: Are there relationships between employee perceptions of difficulty level of BI usage for task-completion, overall employee satisfaction, and employee BI-related satisfaction?, are there relationships between employee perceptions of the presence of an audience (in this study the audience is BI tools since they record and monitor employee activity), and overall employee satisfaction and employee BI-related satisfaction?, are there relationships between employee perceptions of the presence of evaluation (from BI, supervisors, and patients), overall employee satisfaction, and employee BI-related satisfaction?, are there relationships between employee ability to complete his/her task due to BI, overall employee satisfaction, and employee BI-related satisfaction?, and is there a relationship between employee BI-related satisfaction and patient satisfaction? While the members were all “satisfied” or “very satisfied,” the staff ratings were not as positive, especially in relation to clear and precise directions and expectations. Future studies should repeat this process in healthcare facilities with more employees.