Perceptions of Service Climate in a Canadian healthcare system

Abstract

Perceptions of Service Climate in healthcare organizations are important because of their linkages to patient and organizational outcomes. This article presents findings from survey data collected from frontline nurses (n = 275) in Canada who were working in a provincial healthcare system that had recently undergone significant structural changes. The findings indicate that frontline nurses held a neutral view of the Service Climate overall but a strong and negative perception of Managerial Service Practices. The results suggest that some service practices existed in nurses’ working environments; however, improvements could be made in the areas of recognizing and rewarding those who consistently provide high levels of quality service. This has implications for not only continuous quality improvement but also for the patient and staff experience in healthcare.