An inquiry into factors influencing non-clinical healthcare professionals’ feedback-seeking behavior

Abstract

Purpose This study aimed to explore factors that influence non-clinical staff’s feedback seeking from peers and supervisors. Design/methodology/approach The authors used a qualitative, interpretive approach to data collection and analysis. The authors conducted in-depth interviews with 15 non-clinical staff regarding their experiences with feedback seeking at work. To identify themes and patterns of meaning, the authors followed the guidelines for reflexive thematic analysis. Findings The authors find that non-clinical staff’s feedback-seeking behavior was shaped by task-, motivation-, source- and context-related factors. The study’s findings also point to the critical role of peer feedback among non-clinical staff. The authors find that, regarding their daily tasks, non-clinical staff seek feedback from their peers more often than from supervisors. Research limitations/implications The authors encourage scholars to examine the role of trust and expertise in peer feedback-seeking behavior and to explore the use of artificial intelligence as a feedback source for staff performing administrative and clerical roles. The authors also underscore the value of the resource-seeking perspective in advancing research on feedback seeking and creating supportive feedback environments in the workplace. Practical implications The authors recommend non-clinical staff be intentional and proactive with feedback seeking. The authors also recommend healthcare leaders be clear about the expertise available within and outside their departments and create psychologically safe work environments for feedback seeking from peers and supervisors. Originality/value The study contributes to the limited scholarship on non-clinical healthcare professionals and sheds light on non-clinical staff’s feedback-seeking behavior from peers and supervisors.