Impact of emotional intelligence coaching on job satisfaction of pharmacists during organizational changes

Abstract

Job satisfaction is known to decline during times of major organizational change and emotional intelligence has been positively correlated with job satisfaction and adaptability. Computerized provider order entry (CPOE), closed loop medication administration, electronic medication administration records and 24/7 pharmacy services were implemented at London Health Sciences Centre (LHSC) during the spring of 2014. This pilot randomized controlled trial assessed whether completion of an emotional intelligence assessment, followed by a personalized one-hour emotional intelligence coaching session, would positively impact job satisfaction stability amongst pharmacists throughout these major organizational changes. Job satisfaction was measured by the Health Professions Stress Inventory (HPSI). The primary outcome was change in HPSI score from baseline. Emotional intelligence coaching was provided to participants randomized to the intervention. Semi-structured interviews were completed at baseline and follow-up for qualitative analysis. Twenty five participants were recruited and all participants completed the study. Job satisfaction improved in both control and intervention groups. Observations from semi-structured interviews suggested that emotional intelligence coaching may have increased self-awareness and ability to recognize dissatisfaction. Participants who were in their role for less than two years reported greater benefit from emotional intelligence coaching. Job satisfaction was worse during the anticipatory phase of major organizational change. Emotional intelligence coaching did not have an observable benefit on objective measures of job satisfaction, but it may have a subjective benefit that is more apparent in pharmacists who are less established in their role.