Unfolding The Lived Experiences Of Business Process Outsourcing (BPO) Nurses: The Implications Of Flexible Work Arrangements On Employee Well-Being And Organizational Performance

Abstract

This phenomenological study explored the lived experiences of ten Business Process Outsourcing (BPO) nurses under Flexible Work Arrangements (FWAs) in Alabang, Muntinlupa, Philippines, from May to June 2025. Grounded in Sister Callista Roy’s Adaptation Model, Rosanno Luksin’s Technological Competency Caring of Nursing (TCCN) Model, and Virginia Henderson’s 14 Fundamental Basic Needs, the study examined how nurses adapted to FWA-related stressors, navigated technological demands, and maintained well-being in non-clinical healthcare roles. Using purposive sampling and semi-structured interviews, data were analyzed through Colaizzi’s phenomenological method, achieving thematic saturation. Findings revealed that FWAs reduced commuting stress and enhanced work-life balance but posed challenges like isolation, fatigue, and technological barriers, impacting physical, emotional, and mental health. Roy’s model highlighted adaptive responses in physiological, self-concept, role function, and interdependence modes. Luksin’s TCCN Model underscored the need for technological competency to manage telehealth platforms, while Henderson’s framework emphasized meeting needs like rest and accomplishment. The study offered insights for optimizing FWAs, recommending boundary management training for nurses, robust technological infrastructure for management, industry-wide standards, and context-specific policies to enhance nurse well-being and organizational performance in the Philippine BPO sector.