Impact of Workforce Emotional Intelligence on Patient Satisfaction

Abstract

In stressful jobs, emotional intelligence is crucial in the current competitive environment. Patient satisfaction is an important problem in health care, and the emotional intelligence of workers may affect it. The three key emotional intelligence traits for interpersonal skills are social skills, empathy, and intrinsic motivation. To assess the relationship between workforce emotional intelligence and patient satisfaction, 884 private ward patients provided text reviews. The Lexicon-based method classifies three EI dimensions. The three domains of emotional intelligence are assessed using textblob, Afinn, and VADER sentiment. Test all regression analysis assumptions before creating models. The models were created using six supervised machine learning methods. Gradient boosting produced the best result. Patient satisfaction was significantly affected by all three dimensions. Empathy contributed most, followed by social skills and intrinsic motivation. Staff can be trained to moderate their emotions, as EI is not continuous. Observing behavioral trends will improve patient treatment.