Enhancing Patient Management Effectiveness: The Roles of Transformational Leadership, Safety Culture, Employee Satisfaction, and Service Digitalization in the Digital Healthcare Era

Abstract

The effectiveness of patient management in hospitals is influenced by transformational leadership, patient safety culture, and employee satisfaction. In the digital era, technology plays a crucial role in improving managerial efficiency. This study examines the relationship between these factors and patient management effectiveness, with service digitalization as a moderating variable. This study aims to analyze the influence of transformational leadership, patient safety culture, and employee satisfaction on patient management effectiveness while exploring the role of service digitalization as a moderator. An explanatory approach with a quantitative research design was used. Data were collected through a Likert-scale questionnaire from 207 employees of Dian Husada Hospital Mojokerto and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings show that employee satisfaction positively affects patient management effectiveness, while patient safety culture has a negative influence. Transformational leadership positively impacts employee satisfaction but does not directly affect patient management effectiveness. Meanwhile, service digitalization does not show a significant moderating effect. These results suggest that hospitals should focus on improving employee satisfaction and managing safety culture effectively. Strengthening transformational leadership is essential to creating a supportive work environment, while optimizing service digitalization can enhance employee performance. This study fills a gap in the literature on factors influencing patient management effectiveness and the role of digitalization in hospital settings. However, its cross-sectional design and limited hospital sample restrict generalizability. Future studies should use longitudinal approaches with broader samples for better external validity.