Masters Thesis

Evaluation of an electronic grievance tracking system

The purpose of this research study was to assess and provide recommendations for improving the grievance tracking process for a major health care hospital system. Current problems with the system included manual input of grievances by different users, different individual systems that are not compatible with other systems, responses are inconsistent throughout the facilities and the filtering system is inconsistent. The research literature on grievance processes revealed that not only did participants want a uniform system, but they were mostly concerned with employee engagement as their opinion(s) were that utilizing a systematic grievance tracking system is only one way in which an organization can influence its performance and engage employees. In addition the theories of Maslow’s Hierarchy and Theory Y principle provide a basis for analyzing the problem and recommending changes. Maslow’s Hierarchy highlighted that employee satisfaction through employer engagement and collaboration can increase productivity, or in this case, decrease grievances. The research design used a non-experimental and a program evaluation method with both qualitative and quantitative data. A combination of needs assessment, process evaluation and cost/benefit analysis since the benefits of an electronic grievance tracking system were analyzed and reviewed based on the need to implement said system and the inefficiency of current processes. The findings indicated that employee engagement was more of a priority in resolving grievances more so than a grievance tracking system, although participants did want to see certain filtering data to be shared between facilities due to efficiency. Alternatives to “fixing” the grievance process included implementing a grievance system, but also informal resolution procedures; training for managers; and transparency with the union and employees regarding organizational changes and workplace issues. The recommendations were that informal resolutions be put into place with manager training / orientation being at the forefront along; facility labor meetings with the union once per month; requirements of a uniform grievance system would be implemented through a reputable vendor; and a yearly follow up with participants who use the grievance system and are involved in the grievance process.


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