The patient satisfaction with nursing care quality: the psychometric study of the Serbian version of PSNCQ questionnaire

Scand J Caring Sci; 2012; 26; 598–606 The patient satisfaction with nursing care quality: the psychometric study of the Serbian version of PSNCQ questionnaire Introduction: Patient satisfaction with nursing is the most important predictor of patients’ overall satisfaction with their hospital care. According to the Law of Health Care of Republic of Serbia monitoring of patients’ satisfaction with hospital service is mandatory; however, the questionnaire applied to that purpose includes only several questions directly addressing the nursing care issue. Aim: The aim of the present study was to evaluate psychometric properties of the Serbian version Patient Satisfaction Nursing Care Quality Questionnaire (PSNCQQ) and explore patients’ satisfaction of nursing care they received and assess the relationship between patient satisfaction and patient characteristics. Methods: This cross‐sectional study included a sample population of 240 patients who were discharged from surgical clinics of the Clinical Center of Vojvodina in Novi Sad. The PSNCQQ was translated into Serbian according to standard procedures for forward and backward translation. Factor analysis was used to determine the construct validity, and predictive validity of the questionnaire was previously assessed. Cronbach’s α coefficient and item analysis was conducted to evaluate reliability of the scale. Results: The Serbian version Patient Satisfaction Nursing Care Quality Questionnaire (PSNCQQ) showed a one‐factor structure, Cronbach’s α reliability coefficient was excellent 0.94 and was similar across hospital categories. The correlation coefficient between 19 items and the total scale was high, and ranged from 0.56 to 0.76. Patients’ age, educational level and previous hospitalization period were important factors that affected their satisfaction with nursing care. Conclusion: The study provides a new tool for measuring patient satisfaction with nursing care in Serbia that may present a useful instrument for nursing care managers in improving the nursing care process.     

Patient satisfaction with nursing care and its relationship with patient characteristics

The aim of this study was to assess patient satisfaction with nursing care and the relationship between patient satisfaction and patient characteristics. This cross‐sectional study was conducted at a 1100‐bed tertiary care teaching hospital in Turkey. Data were collected using the Newcastle Satisfaction with Nursing Care Scales and a patient information form. Overall, data indicated a high level of patient satisfaction. Hospitalization affected the Experience of Nursing Care Scale independently, while the type of ward, sex, income, and education independently affected the Satisfaction with Nursing Care Scale. Patients who underwent surgical procedures, male patients, the 40–59‐year‐old age group, those who had low levels of education or income, and patients who were hospitalized for long periods were most satisfied. Patients' sex, age, income, duration of hospitalization, and ward type were important factors that affected their satisfaction with nursing care. The characteristics of patients who have a low level of satisfaction with nursing care should be assessed and taken into consideration by nurses.     

Nursing needs of acutely ill older people

BACKGROUND: Investigating older acutely ill hospitalized patients' nursing needs and quality of care is paramount, given the growing pressure on nurses to provide increasingly intensive levels of care to a growing older population while at the same time working with reduced staffing levels. AIMS: The aims of this study were to determine: (1) important aspects of nursing care as perceived by older patients, their family member/carer who observed care during hospitalization, and nurses; (2) satisfaction levels of patients, family/carers and nurses on nursing care received; and (3) mismatches between nursing care priorities and satisfaction with nursing care. METHODS: Two hundred and thirty-two acutely ill patients aged over 65 years, 99 carers/family members and 90 nurses completed the Caregiving Activities Survey, which measures importance of and satisfaction with various aspects of nursing care. Qualitative data, which qualified responses to survey items, were also obtained from participants. RESULTS: Patients, carers and nurses perceived that carrying out doctors' orders was the most important aspect of nursing care, followed by physical care, psychosocial care and discharge planning. Nurses and carers rated physical care, psychosocial care and discharge planning more highly than patients. Physical care was rated highly by patients in terms of importance, but rated moderately in terms of satisfaction. Carers' and patients' ratings of satisfaction with physical care were lower than nurses' ratings of opportunities to provide it. The importance of discharge planning was rated highly by nurses but all groups were only moderately satisfied with this aspect of care. STUDY LIMITATIONS: The findings do not apply to acutely ill older patients with confusion, mental illness or more than early stage dementia. CONCLUSIONS: Patients, nurses and family/carers were generally in agreement about the relative importance of particular aspects of nursing care. Nurses may need to communicate more effectively with older patients and their family carers about the particular roles they will play during the patient's hospital episode, the expectations they have of patients in the process of healing and recovery, and the reasons for the actions they take in aiding this process. The findings are useful in making nurses more aware of the expectations and needs of older hospital patients and their carers. They provide evidence for developing both new models of nursing care for this patient group, and nursing education programmes.     

对住院患者优质护理服务期望的调查

目的通过对住院患者进行对优质护理服务期望的调查,分析患者期望的优质护理服务,以便于推进落实“优质护理服务工程”。方法采取问卷调查的方式对320例住院患者进行满意度调查,通过满意度调查及对护理服务的评价,总结患者对优质护理服务的期望。结果护士在日常工作中的工作态度和基本护理操作得到广泛肯定,调查结果的满意度较高,患者认为护士态度和蔼的有286例（89．38％）,认为护士对患者提出的问题耐心解答的有262例（81．88％）,认为在患者围手术期和术后康复期热心护理的有269例（84．06％）,认为能及时处理患者表现出的不良反应的有290例（90．63％）,各项工作态度和基本护理操作满意度较高,而在护患交流沟通方面的满意度显得相对较低。无陪护护理的患者总体满意度较高。患者对护理服务满意度为99．64％,较未开展优质护理服务之前的住院患者满意度的94．17％显著提高,差异具有统计学意义（X2=59．15,P〈0．01）。结论推行优质护理服务能切实满足患者的基本需求,与患者的期望有密切的相关性,能提高患者的满意度,减少护理纠纷和护理缺陷,有效减少医疗事故的发生。     

基层医院住院病人对护理工作满意度调查分析

目的 提高患对护理工作的满意度。方法 采用问卷调查法,每卷20项内容,每项内容评价分很满意、较满意、不满意。对470例住院病人进行护理工作综合满意度调查分析。结果 470例患对护理工作很满意率＞90％的项目有入院时护士热情接待,介绍病区环境制度,主动巡视病房与患交谈,帮助病员解决问题,了解患睡眠状况,及时更换床单、病员服,患知道责任护士,对护士技术、病区环境均满意。满意率＜805有护士做到服药到口,向患介绍药物作用及疾病知识、饮食知识、康复指导,80％－90％有患向护士询问疾病知识回答满意,护士治疗中介绍注意问题,护士长常深入病房征求意见。结论 加强护理人员的培训力度,多项激励措施,有效实施健康教育,评价患的满意度等措施。提高了患护理工作满意度。     

Nurses' empathy and patients' satisfaction with nursing care.

Nurses' self-reported levels of empathy were studied in relation to patients' perceptions of satisfaction with nursing care received. Data were obtained from a volunteer sample of registered nurses and patients using two standardized, paper and pencil questionnaires: Empathy Construct Rating Scale and LaMonica/Oberst Patient Satisfaction Scale. No significant relationship was manifested between the variables under study. It was concluded that empathy training programs for nurses may not be necessary. In addition, although patients are generally satisfied with nursing care received in acute care settings, the data do not support a relationship between nurses' empathy levels and patients' satisfaction. Suggestions for further study are offered.     

Nurses' burnout and unmet nursing care needs of patients' relatives in a Turkish State Hospital

One of the biggest problems of work life today is burnout. With burnout, satisfaction of clients and service givers reduces. In this study, burnout levels of nurses working in the internal, surgical and intensive care units of a university hospital and the unmet needs of the patients' relatives related to nursing care were investigated. In the study, 225 nurses and 222 relatives of patients constituted the sample group of this study. Three separate forms were used in the study, namely, Nurse and Patient Relative Identification Form, the Maslach Burnout Inventory and the Nursing Services Satisfaction Inventory. In the study, burnout levels of the nurses were found to be high. Conditions like younger ages, scarcity of experience in the profession, lower levels of education, having chosen the profession and the unit they work in not willingly and working in environments like intensive care increase the burnout and as a result, expectations of the relatives of patients from nursing care are not fully met. Some suggestions have been made to make some regulations to prevent the burnout of nurses and to increase the satisfaction of relatives.     

Discrepancy between patients' perspectives,staff's documentation and reflections on basic nursing care

In recent years, Denmark has witnessed an increasing written and oral debate concerning the quality of basic nursing care. The present study is an attempt to characterize basic nursing care in a Danish hospital by collecting data on patient perceptions of their main somatic problems in seven pre-set categories. These data include documentation of patient problems in corresponding problem categories, and the staff's additional knowledge about patient problems. Triangulation of methods was used. Data were collected on 120 patients and from 22 nurses. The patients had 2.3 problems on average: pain (58%) and sleep (43%) were the problems cited most frequently. Only 31% of patients' experienced problems were documented in the nursing records. The nursing staff had more knowledge than was registered in the nursing records. However, one-third of the patients' problems was totally unknown to the nursing staff. From the patients' point of view, essential aspects of basic nursing care are overlooked in daily clinical practice. The findings show that the method employed is suitable for integration of the patients' perspective.     

Nursing care at night: an evaluation using the Night Nursing Care Instrument

INTRODUCTION: Night nurses carry overall nursing responsibility for approximately half the time that patients spend in hospital. However, there is a paucity of literature that focuses on nursing care provided at night. AIM: The aim of this study was to evaluate nursing care provided at night from the perspective of both nurses and patients. METHODS: The study, which had an evaluative and a comparative design, was carried out using the Night Nursing Care Instrument at a hospital in southern Sweden. Nurses (n = 178) on night duty were consecutively selected, while the patients (n = 356) were selected by convenience sampling. RESULTS: The results showed a statistically significant difference between nurses' assessments and patients' perceptions of the nursing care provided at night in nursing interventions (P < 0.0001). In the areas of medical interventions and evaluation, no statistically significant differences were found between nurses and patients. For eight of 11 items, patients reported that they were satisfied (> or =80%) with the nursing care provided at night. CONCLUSIONS: These findings suggest that night nurses need to improve their ability to assess patients' needs for nursing care at night. A first step in this direction is for them to become aware of how patients perceive night nursing. As a second step, nurses need to increase their knowledge of which nursing actions promote patients' rest at night.     

老年患者对护理工作需求的调查分析

目的探讨老年患者对护理工作的需求。方法采用自行设计的调查问卷对100例老年患者进行问卷调查,内容包括对护理工作的评价、对护理行为的需求与希望及对护理工作的需求排序。结果尽管有些护理行为（如按时巡视、为卧床患者更换床单）是必须的、合理的,但在某种程度上却影响了患者生理需求的满足;老年患者对于安全的需求比较显著,同时希望得到医护人员与病友的尊重与重视;疾病治疗和加强病情观察是老年患者对护理工作的首要需求。结论老年患者对护理行为的需求是多方面的,应重视并满足老年患者的生理、心理需求,建立良性互动模式,为老年患者创造良好的康复环境。     

Nursing activities in intensive care units in Turkey

This cross-sectional study was conducted to determine applications practiced by nurses working in intensive care units of various institutions in Turkey. The research setting was neurosurgery, surgery, coronary and general intensive care units. The population of the study comprised nurses working in intensive care units, which were under the scope of this study, and these nurses' functions were studied. Data were collected using a Personal Information Form, the Cheltenham Patient Classification Scale and Nursing Activity List. It was observed that nurses spend most of their time on direct nursing care, clerical nursing duties and patient assessment. The most frequent activities included recording observations, calculating fluid balance, recording ventilator parameters, talking to patients, conversation not task orientated, drug preparation and administration. Although nurses spend most of their time on direct nursing care, they might also be obliged to get around to activities not in relation with direct patient care.     

Nurses' work environment and nursing outcomes: a survey study among Finnish university hospital registered nurses

The aim was to assess the interrelationships between nurses' work environment and nursing outcomes. A cross-sectional survey of 664 registered nurses (RN) on 34 acute care inpatient hospital wards was used to measure nurses' perceptions. Patient data (n = 4045) consisting of a total patient satisfaction indicator were collected simultaneously with the nurse data during year 2005. RN's assessments of staffing adequacy, respect and relationships were the most important factors of work environment having an influence on job-related stress, job satisfaction, patient satisfaction and adverse events to patients and nurses. Some 77% of the RN reported adverse nurse events and 96% reported adverse patient events during a 3 month retrospective period. Ensuring sufficient and suitably qualified nurses' availability in delivering nursing care is an important management issue. Nurses are concerned about the quality of care, and the concerns perceived by nurses can influence their clinical work.     

The influence of demographic variables and ward type on elderly patients' perceptions of needs and satisfaction during acute hospitalization

This article reports on a study designed to determine whether demographic characteristics of patients such as age, gender and cultural background were associated with different perceptions of the importance of and satisfaction with various aspects of nursing care. In addition, patients, their family/carer and nurses from wards specializing in aged care were compared with general medical wards to determine if there were differences in these perceptions. Results demonstrated that patients who were older (aged > 80 years), female and from aged care wards perceived that physical aspects of nursing care were more important than did patients who were younger (aged 65-80 years), male and from medical wards. Older patients and those from aged care wards were more satisfied with physical care. Nurses need to be aware of these differences and focus on physical aspects of care to ensure patient satisfaction better health outcomes.