3) Develop promotion

a) internal promotion (IPR)

· Staff members who get promoted (moved to higher position) come from among the employees itself.

· We are used to encourage employees to remain for a long time in the company by offering internal promotions.

b) external promotion (EPR)

· We can’t always promote from within our organisation, sometimes, staff member who get promoted come from outside of employees itself.

· External promotion is an issued option for us to give a good chance to adopt new ideas from outside and to bring new blood to the company.

4) Retirement system

a) disability retirement (DIR)

· Because of failing health and disabilities, we decide to compel some of health providers to retire before the official retirement age.

b) early retirement (EAR)

· Stressful experiences, a lack of job satisfaction, less social support from family and others and excessive work load forced some of our healthcare workers to choose an early retirement.

c) normal retirement (NOR)

· We are keen to designe a retirement program (for normal retirees) that can attract, motivate and provide employees with adequate retirement income.

· We are keen on an equity distribution of an appropriate retirement income (after normal retirement) which depends on pension program, years of contribution and occupation.

Dependent variable: patients’ satisfaction with the quality of care ( Tucker & Adam, 2001 )

1) Access (ACCE)

· To what extent are you satisfied or dissatisfied with the convenience of location of treatment.

· To what extent are you satisfied or dissatisfied with the convenience of the available hours for treatment.

· To what extent are you satisfied or dissatisfied with the access to healthcare when needed.

· To what extent are you satisfied or dissatisfied with the in office waiting time.

· To what extent are you satisfied or dissatisfied with the length of time you wait between making an appointment and the day of your visit.

2) communication (COMM)

· To what extent are you satisfied or dissatisfied with the provider’s explanation of health care procedures.

· To what extent are you satisfied or dissatisfied with the provider’s explanation of medical tests.

· To what extent are you satisfied or dissatisfied with the attention provider gives to what you have to say.

· To what extent are you satisfied or dissatisfied with reassurance and support offered to you by health care providers.

3) outcomes (OUTC)

· To what extent are you satisfied or dissatisfied with the outcomes of your health care (how much you were helped).