International Journal of Mechanical Engineering and Technology (IJMET)
Volume 10, Issue 01, January 2019, pp. 667-676-, Article ID: IJMET_10_01_068
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ISSN Print: 0976-6340 and ISSN Online: 0976-6359
© IAEME Publication
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IMPACT OF EMOTIONAL INTELLIGENCE ON
HEALTHCARE ON HEALTHCARE PROVIDERS
Prachee Tandon
Research Scholar, Department of Management Science, Lingaya's Vidyapeeth, L-1103,
Designarch apt, Sector-5, Ghaziabad-201010, India
Dr.R.K.Chauhan
Pro-chancellor, Lingaya's Vidyapeeth, Nachauli, Jasana Road, Old Faridabad, Haryana –
121002, India,
Dr.Vijit Chaturvedi
Associate Professor, Amity Business School, Amity University, Noida, India
ABSTRACT
The world today is undergoing a drastic change in terms of emotional capacities of
people around us. We see a huge number of people suffering from mental imbalance,
depression or many other types of emotional in competencies. The exposure of the
people to media, social media has increased the vulnerability of people very much.
There is a tendency to portray one’s best self in front of others which only reflects the
positive aspect of one’s life. This action affects not only the person who is presenting
self but indirectly also the people you watch them on social media. People with low
esteem tend to get affected by the people around them and start comparing their lives
with those they are socially connected to. Thus, there are already a lot of unsaid and
unexplained pressures present in our day to day lives. Emotions therefore have a huge
impact on each and everyone’s lives. They affect directly as well as indirectly. Directly
they affect one’s own self-awareness with respect to what and how they feel and how
well can they take charge of their emotions and indirectly they affect the other people
they interact with and deal with in their personal and professional lives. Handling and
dealing the emotions in professional lives is the key to professional success especially
in professions where the major dealing is with people. Healthcare is one such profession
and physicians and nurses as well as other healthcare providers are the professionals
who need to carry out their duties while dealing with people as they are their touch
points of services to be rendered to. It therefore becomes critical for physicians to have
a high level of emotional quotient in order to deal with people who are suffering from
different ailments and to handle their as well as emotions of self while providing clinical
advice. Physicians need to show high levels of emotional intelligence in addition to high
level of clinical expertise in order to provide higher patient satisfaction. Developing
effective communication with their patients, understanding their need and making them
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Prachee Tandon, Dr.R.K.Chauhan and Dr.Vijit Chaturvedi
comfortable in communication is the key to effective and efficient diagnosis. Patient
care is directly related to the trust developed between the physician as well as the
patient. Higher the emotional intelligence of the physicians betters the patient care
Keywords: Emotional Intelligence, Healthcare providers, Patient care.
Cite this Article: Prachee Tandon, Dr.R.K.Chauhan and Dr.Vijit Chaturvedi, Impact of
Emotional Intelligence on Healthcare on Healthcare Providers, International Journal of
Mechanical Engineering and Technology, 10(01), 2019, pp. 667-676.
http://www.iaeme.com/IJMET/issues.asp?JType=IJMET&VType=10&IType=1
IMPACT OF EMOTIONAL INTELLIGENCE ON HEALTHCARE
PROVIDERS
1. INTRODUCTION
Health and healthcare are now an essential part of each and every human being right from birth
to end of life. From the moment we are born till we leave this world we are dependent on
healthcare and healthcare providers like physicians, nurses and other healthcare providers.
Healthcare providers on the other hand are humans themselves so they and their emotions can’t
be ruled out either. They deal with life and death on a daily basis. Dealing with such adversities
while handling the emotions of self can be very challenging and exhausting. Having control
and awareness of one’s own emotions becomes a basic requirement to be able to carry out this
profession effectively and efficiently.
Healthcare industry works with the cooperation and collaboration of physician’s nurses,
technicians, and multi-disciplinary team of clinicians who along with the patient work towards
their well-being and recovery. It is therefore very important that each one of them possesses a
responsible level of emotional quotient and people management skills for successful working
of the team as a whole.
The healthcare providers have long working hours and has excessive workloads. In addition,
they deal with patient complaints and the constant interference from their families. The
administrative issues add up to these issues along with their own personal issues that they deal
with. This can lead to burnout and increase in stress levels of the providers resulting in patient
dissatisfaction, clinical errors or even inadequate patient care. An efficient and effective
healthcare provider needs to possess a high level of emotional quotient to understand the
problems of the patient and accordingly act to provide comfort for the recovery. The basic
Emotional Intelligence traits play a vital role in developing better relations between the
healthcare providers as well as the patient. It results in better patient care as well as positive
patient outcomes.
Current industry scenario shows that healthcare industry is growing multi-folds in the years
to come. Changing lifestyles are giving way to more and more diseases as well as health related
issues and human body is still very complicated and has many mysteries related to its wellbeing.
The actual application of discoveries and researches related to ailments as well as their cure is
done by the healthcare providers and they have now become indispensable to the society. The
society now depends on them for their physical as well as mental wellbeing. But they are
humans too and need to be competent clinically as well as mentally to handle the needs of the
society. Hence being emotionally intelligent needs to be basic trait that they need to possess to
handle complex situations.
A physician with high level of EQ can prove to be productive in enhanced patient care in
hospitals they are associated with in turn increasing the productivity and output of hospitals. In
a healthcare setting physicians and nurses as well as other healthcare providers are constant.
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Impact of Emotional Intelligence on Healthcare on Healthcare Providers
Their involvement can determine the level of quality of service and care delivered to the patients
and high level of EQ ensures that how the employees can maintain their perseverance during
times of change.
2. EMOTIONAL INTELLIGENCE
Emotional intelligence or social intelligence can be defined as the ability to identify and manage
the emotions of self as well as others. Salovey & Mayer (1990) and Goleman (1995) study on
the social intelligence gives the understanding that the presence of social intelligence in a
human being gives them the ability to understand, judge, control and act according to the
emotions of self as well as others.
Goleman’s (1998) book, working with Emotional Intelligence, deals with the argument
that the performance of an individual in an organization depends on the competencies that
he/she possess as per their respective emotional quotient. Emotional quotient depends on Selfawareness of the thought that how their emotions effect self and the self-assessment based on
their experiences. Judging oneself accurately, transforming continuously and adapting to
changes are all integral parts of emotional intelligence. Having the self-confidence in taking
right decisions in adverse conditions, handing self maturely during work pressures, having a
positive rapport with people around you, maintaining integrity, meeting excellence in personal
and organizational goals, taking initiatives and being emphatic towards others etc. are the basic
characteristics of a very highly emotional individual.
Dalip Singh (2003) illustrates three dimensions to emotional Intelligence Emotional
Competency, Emotional maturity and Emotional Sensitivity. Thus, stating that EI is related to
employee performance and competency and projects the capability of handling work pressures,
adaptability to changes and having a balanced work life environment which is very essential to
organizational effectiveness and eventually organizational success.
Thomas Sy et al (2006), studied the relationships among employees’ emotional
intelligence, their manager’s emotional intelligence, employees’ job satisfaction, and
performance for 187 food service employees from nine divergent locations of the same
restaurant franchise. Where Emotional Intelligence, performance measures, job satisfaction and
job performance were used as measurement parameters. The results of this study indicate that
employees with higher EI have higher job Satisfaction and higher job performance.
Krishnaveni, R&Deepa, R. (2008), explains individual competencies of workforce are
strong determinants of organization’s success. They suggest that EI can be used as soft tool to
enhance individual as well as team competencies to gain competitive advantage.
C Njoroge, R. Yazdanifard(2014) identified that emotional intelligence have the potential
to positively impact employees’ behaviors with outcomes such as job satisfaction, positive work
attitudes, self-efficacy, and leadership potential and change management.
Kerry Webb (2014) explored power of Structural Equation Model (SEM) to determine the
relationship between managers’ emotional intelligence and employee satisfaction and
commitment in the workplace. The study provides suggestions which may help managers and
supervisors to influence employees toward higher levels of satisfaction, commitment and
performance in the workforce.
We can thus conclude that emotional intelligence is a very essential trait for organization
effectiveness, job satisfaction and job effectiveness and leads to positive outcomes and is
essential for successful organizational growth for any industry especially related to service
where human interaction is the Key.
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3. IMPORTANCE OF EMOTIONAL INTELLIGENCE IN
HEALTHCARE INDUSTRY
Emotional Intelligence in a healthcare setting can prove to be a great asset. The healthcare
providers have to deal with a lot of parameters simultaneously. Besides having clinical
excellence, they need to focus on the patients, adapt to the changing technologies related to
their fields, show productivity in terms of patient care and satisfaction generating positive
outcomes and simultaneously collaborate with the other team members and show leadership
skills in order to lead the team for successful treatment of patients. They need to perceive,
understand, evaluate and respond to different emotions of their patients, co-workers, peers as
well as handle their own. Being empathetic towards their patients gives the patients satisfaction
and develops trust in order to share their illness and problems for right diagnosis.
Sovie and Jawad (2001) found that the relationships between nursing staff from different
units was a strong predictor of patient satisfaction and hard evidence also exists for the value
of relationships in the delivery of patient care. Performance is no longer measured on the basis
of clinical (Doctors) skill alone. Excellence in supporting staff involves the ability to provide
an overall positive health care experience for patients and their families. In a normal course of
a lifetime emotional intelligence tends to increase as we learn to be more aware of feelings,
effectively handle distressing emotions, to listen and empathize. To a greater extent, people
become more mature as they become more sensitive to the feeling to others.
N CLARKE (2006) in his studies revealed that since caring roles in healthcare industries
can be very demanding emotionally the ability of handling emotions of these health care
providers should be very high in order to continuously work in such environment effectively.
MS Shreedevi Menon (2010), Patient anxiety rises from physical, emotional and financial
issues but staff members may be overworked and may find it difficult handle daily situations. I
help the staff to adapt to various patients as they have to handle both the emotions of the patients
as well as self. EI assessment and training affects patient care and EI training will result in
improved work environment, better patient retention and understanding emotions will selfassess and regulate workers.
Ali Akbar Behbahani (2011), investigated the relationship between emotional intelligence
its components and capabilities of managers and employees at departments of physical
education in, DPESI. The following hypotheses were in order: Method used to carry out this
correlation field study, which is descriptive in nature, two reliable and valid questionnaires were
distributed among 160 managers (male and female) and employees from various educational
backgrounds and with different experience in management and sports at DPESI. To collect data
on emotional intelligence coefficient of the population, the Cyberia-Shrink Emotional
Intelligence Quiz (2010) was used. The main format included 70 questions in two parts. The
first 40-question part included items by which the subjects were tested on their reactions to
various situations. Due to cultural differences, the second 30-question part was ignored. 7
questions from the remaining 40-question part were discarded through the validation process.
The items covered the five emotional intelligence components, namely, self-awareness,
self-regulation, motivation, empathy, and social skills. The scores obtained ranged from 33 to
165.The Steinmetz-Todd (1986) capabilities questionnaire used to collect data on the subjects’
capabilities included 9 items for which the employees were required to choose from among a
strongly disagree-strongly agree scale. The scores obtained ranged from 9 to 45.The findings
showed that Having a high emotional intelligence, managers and employers at departments of
physical education can avoid anger, doubt and many negative feelings and focus on their
positive emotions such as self-confidence and conformity and that there was a significant
relationship between emotional intelligence ,each of its components namely self-awareness ,
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self-regulation motivation , empathy and social skills as well as capabilities of managers and
employees at DPESI.
Claudia S. P. Fernandez1, Herbert B. Peterson1, Shelly W. Holmstrőm2 and
AnnaMarie Connolly1(2012), Skills in emotional intelligence (EI) help healthcare leaders
understand, engage and motivate their team. They are essential for dealing well with conflict
and creating workable solutions to complex problems. Mohammad Fathi, Nasim Kazemeini,
(2013) in this study, a significant positive relationship between emotional intelligence and
executive function were observed. The In 1994 Catholic Health Association in the study on
Managers emotional intelligence and its impact on the performance of health care organizations
health revealed that health organization administrators, who have had high emotional
intelligence, have positive effects on organizational performance. There was 3 variables;
Emotional Intelligence, stress and performance. Relationship Between these three variables,
mediating role of stress, direct impact of Emotional intelligence on performance, and indirect
impact on performance through stress reduction were examined.
Panagiotis Trivellasa, Vassilis Gerogiannisb, Sofia Svarnab(2012) investigates the
impact of Emotional Intelligence (EI) at the workplace on Job Satisfaction (JS) and Turnover
Intentions (TI) of nursing staff working in hospitals. Both nursing turnover and employees’
satisfaction have been considered as issues of utmost importance in the provision of highquality services and superior performance at hospitals. The Wong and Law Emotional
Intelligence Scale (WLEIS) was adapted to measure emotional intelligence, consisted of four
dimensions: (1) self-emotional appraisal (2) others’ emotional appraisal (3) use of emotion and
(4) regulation of emotion. The survey was conducted in five private health care organizations
which operate in the city of Larisa, Greece.
The PLS approach based on 145 valid questionnaires, confirmed strong relationships among
EI, JS and TI. More specifically, among the four EI dimensions, only self-emotional appraisal
and others’ emotional appraisal exert significant positive impacts on employees ‘satisfaction
with personal development, while they also influence negatively turnover intentions. EI was
found to have significant and positive relationship with Job satisfaction and significant and
negative relationship with turnover intention, the nurses presented a higher degree of EI tend to
be more satisfied with their work and also had a lower intention to leave their jobs.
Carmen McDonald (2015), did a study to understand the relationship between senior
healthcare employees and employee satisfaction and came to the conclusion that if leaders are
not having a reasonable amount of emotional quotient it may lead to dissatisfaction of
employees which may affect patient outcomes.
Dr. Ekta Vyas (2016) established the fact that how healthcare leaders with high level of EI
are strong predictors of their respect staff’s work engagement level. She too emphasized that
there is inherent need to collaborate across disciplines so that the healthcare industry is ready
to face the challenges and is prepared for sustainable development. She concluded that EI is the
most essential ingredient for transformational leadership, but a lot of study needs to be done for
the same. She also found a positive relationship between leader performance and staff
engagement. And that the findings were applicable to other healthcare settings.
Joanne Finnegan (2017) determines the importance of how critical Emotional intelligence
for physicians is to communicate and develop relationships with their patients. He emphasized
on value-based care and team-based methods for delivering care.
4. IMPACT OF EMOTIONAL INTELLIGENCE ON HEALTHCARE
PROVIDERS
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Healthcare Revolves around Physicians as they are centre to every aspect of it.Core problem
solution to patient’s ailments is in the hands of the physicians whose guide the processes and
decisions on which quality and cost depend. Gallup reported that at one health system whose
physicians were in the top quartile for engagement increased outpatient volume by 17.5 per
cent, while disengaged physicians in the bottom quartile saw their outpatient volume decline
by -11.7 per cent. With the changes happening in the healthcare the physicians also experience
challenges with a shift in autonomy and possible changes in income and social stature. Studies
over the years by JAMA, Annals of Internal Medicine and others have found that healthcare
professionals who show empathy and take time to understand people are more successful at
treating patients proving the EI can be an essential trait in order to keep them engaged and
produce effective and efficient results. A healthcare provider needs to cater to the emotional
needs of the patients simultaneously handling his own.
It is known that that besides having a technical skill set of making accurate diagnosis, the
physicians who connect to patient’s emotions and heal with empathy are most respected as they
can identify the complex and conflicting emotions of their patients. They build a rapport with
their patients that helps the patient develop faith and trust and open out to the physicians or
nurses thereby providing a correct diagnosis of the medical problem. Empathy and compassion
also improve patient satisfaction and positively impacts patient outcomes especially in chronic
conditions as the patient adheres to treatment. Adverse behavior can not only harm patients but
also gives rise to negative work environment.
High levels of emotional intelligence of healthcare providers are positively related to patient
satisfaction. The patients demonstrate higher level of trust in healthcare providers resulting in
better follow ups and mutual relationship. EI as a trait can be highly effective in efficient
collaboration and cooperating amongst the team member’s colleagues and even patients.
5. COMPONENTS OF EMOTIONAL INTELLIGENCE CONCERNING
HEALTHCARE PROVIDERS
Emotional intelligence as we have seen is a critical trait in the healthcare industry. It can be
classified into five major components:
1. Intrapersonal: This component highlights self-actualization, awareness of one’s own
emotions, independence of thought, self-regard and assertiveness. Being able to assess
the emotions of self gives complete stability and confidence. Such behaviour can take
better decisions in adverse situations.
2. 2.Interpersonal: Relationships between co-workers, other healthcare providers and
patients, empathy and relationship management are the main attributes of these
components. Understanding other’s point of view and being sensitive to others needs
develops good rapport amongst the team members as well as patients. Such relations
can enhance clinical excellence and patient care.
3. Adaptability: Flexibility, adapting to change positively and problem solving. With tight
and exhaustive schedules being flexible and adaptive to changes brings about better
solutions and problems can be seen as opportunities.
4. Stress Management: Being less impulsive, high resilience and tolerance of stress.
Ability to perform with positive outcomes in stressful situations and taking decision
without being impulsive gives better results.
5. General mood: Optimistic approach and being happy and positive. Being positive is
contagious. Happy behavior keeps the work environment positive and results in good
work environment.
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6. All these components together become integral to good leadership, relationship
management and patient care.
6. INCORPORATING EMOTIONAL INTELLIGENCE IN
HEALTHCARE SETTING
With the dynamic changes in the healthcare industry it is becoming very essential to incorporate
emotional intelligence as a culture in healthcare setting. The health care providers lack
emotional intelligence skills and need to be trained to develop them. The providers need to be
taught this skill during their training. The medical students should be taught in a didactic manner
as behaviors are strongly influenced by emotions.
Hence the teaching of clinical expertise should be combined by emotional training which
will help the students to improve their interpersonal as well as intrapersonal skills. This will
help in developing a more caring environment for the patients. Students should be taught to
optimize interpersonal relationships so that they learn to have adequate control of emotions and
are able to take right decisions. Teaching hospitals should be encouraged to teach emotional
dealings in addition to the handling of patients in terms of clinical aspects. Learning
collaborative ways that improvise professional development develops an emotionally
intelligent healthcare provider by encouraging and providing tangible opportunities to learn.
They are rational in their dealings and adaptive to changes and take advantage of the new
opportunities.
EI is a quality that improves and optimizes by personal reflection, practice and supervision.
This results in positive work culture where support and encouragement results in high efficiency
and the other professionals feel confident to perform. I am training will lead to better work life
balance and helps the providers to build resilience and cope up with the adversities that arise in
the profession. By being more empathetic and sensitive to the needs of the co-workers as well
as the patients can result is greater patient satisfaction and good care. Teaching to develop EI
as a skill will enhance self-awareness and performance improvement, healthy personal and
professional growth, effective communication, team building skill development, and conflict
resolution.
7. CONCLUSION
Changing scenario of healthcare industry has forced the organizations to enhance services at
low and affordable prices without compromising on the quality. The patient now relates care
not only in the form of the clinical expertise he has received but also on how it was delivered.
It is evident that lack of emotional intelligence results negative impact on quality care. Quality
of care can be affected by the relationship between patient and healthcare provider, or the
performance of the staff or the lack of communication between the team of healthcare providers.
All of this could result in poor work environment resulting in medical errors.
Emotions play a huge role in the health care sector. Various instances on a day to day basis
may arise where the staff may have to deal with the emotions of self as well as the patient.
Patient care also is delivered by the employees of health care sector. Engaging those employees
around the behaviors and skills that drive clinical excellence and a positive patient experience
is going to be a key factor in determining how a hospital thrives in a competitive environment.
Thus, EI becomes a necessary skill as well as a tool to cope up with stressful and challenging
situations and maintain positive emotions.
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