Employee Turnover and Customer Satisfaction: A Comparison of Rural and Urban Healthcare Facilities

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Title "Employee turnover and customer satisfaction: a comparison of rural and urban healthcare facilities" Identification and justification of research topic: Staff turnover within the long-term care industry continues to increase at a significant rate (Castle, 2003). National averages show the overall turnover rate ranges from 38% to 50% for Licensed Practical Nurses (LPN), registered nurses (RN) and administrators and 66% for Certified Nurses Aides (CNA) (American Health Care Association [AHCA], 2008). Turnover increases cost associated with recruitment and training as well as affects quality of care and customer satisfaction. For example, a turnover rate of 45% among 2.6 million long-term care workers costs about $4.1 billion per year. Furthermore, it can lead to inadequate staffing levels which results in decreased continuity of care (Castle, Degenholtz, & Rosen, 2006; Seavey, 2004; LTCCC, 2008). Dr. Charlene Harrington, a leading researcher in the nursing home field, contends that inadequate staffing levels are the primary reason for poor quality of care in nursing homes (LTCCC, 2008). Demographic changes in the U.S. population will affect the national workforce as well as increase the demand for long-term care. A large number of people will leave the workforce, which will increase turnover. At the same time, the aging population will increase the demand for health programs. Through this study the researcher intends to examine the relationship between employee
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