The Impact of Centralized Leadership on Work Comfort and Its Implications on Patient Retention: A Case Study at ABC Dental Clinic
Keywords:
Centralized leadership, dental clinic management, patient retention, psychological safety, workplace comfortAbstract
Background: This study aims to describe the relationship between centralized leadership and workplace comfort and its influence on the decline in employee performance and patient volume at ABC Dental Clinic. Methods: This study were using a qualitative method with a case study approach, data were collected through an open-ended written interviews (qualitative surveys) involving twelve respondents consisting of both medical and administrative staff, successfully reaching data saturation. Results: The results indicate that highly centralized and directive leadership style creates a rigid and high-pressure work climate, which manifests empirically as a culture of fear among the staff. Discussion: This condition triggers a significant decline in employee autonomy and motivation, manifesting directly in how they act to service the patients. Furthermore, the lack of hospitality, rigid communication, and service delays perceived by patients were identified as the primary causes of the significant decline in patient visits over the last few months. Conclusion: This study concludes that psychological comfort in the workplace is a crucial mediator between leadership style and the overall sustainability of dental healthcare services. As a strategic intervention, clinic management is urged to transition towards a more participative leadership approach to restore employee well-being, service excellence and patient loyalty.
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