How fairness and emotional comfort drive workflow efficiency: a mediated-moderated model in healthcare settings

PURPOSE: Hospitals operate in demanding environments where not only clinical skills, but also emotional well-being and fairness influence daily performance. This study aims to analyze how perceived fairness and emotional comfort among hospital staff contribute to organizational workflow efficiency. It explores the emotional and psychological factors impacting day-to-day operations in healthcare settings, particularly in high-pressure environments. DESIGN/METHODOLOGY/APPROACH: The study adopted a quantitative, cross-sectional approach. A structured survey questionnaire was administered; data were collected from 418 hospital staff members in coastal Karnataka using stratified random sampling. The survey measured emotional comfort, perceived fairness, organizational commitment, perceived work support, and workflow efficiency. Furthermore, the data were analyzed using SPSS 26 and SmartPLS by implementing descriptive analysis, measurement model assessment, and structural equation modeling. FINDINGS: The findings revealed that both perceived fairness and emotional comfort positively impact workflow efficiency. Staff members with better emotional support and a fair work environment are more likely to display higher levels of coordination, role clarity, and timely task execution. PRACTICAL IMPLICATIONS: The study assists hospital administrators in enhancing service quality and developing training programs for staff members to improve emotional support systems, ensure transparent decision making, and promote fair treatment. Creating a safe and equitable work environment directly boosts overall organizational performance by streamlining staff workflows. SOCIAL IMPLICATIONS: From a social point of view, this study emphasizes the significance of a fair and inclusive workplace environment in hospital settings, which contributes to staff well-being, and results in improved patient care. By promoting fairness and emotional comfort, hospitals simultaneously support the broader societal goal of enhancing healthcare efficiency. ORIGINALITY/VALUE: This research adopts a unique approach, as it focuses on the mental and emotional well-being of hospital staff and their experiences, whereas the majority of studies on hospital workflow have emphasized infrastructure and technological advancement. This study provides a human-centered model for healthcare organizations.