Patient satisfaction with nursing care: a concept analysis within a nursing framework

Title.  Patient satisfaction with nursing care: a concept analysis within a nursing framework.
Background.  Patient satisfaction is an important indicator of quality of care, and healthcare facilities are interested in maintaining high levels of satisfaction in order to stay competitive in the healthcare market. Nursing care has a prominent role in patient satisfaction. Using a nursing model to measure patient satisfaction with nursing care helps define and clarify this concept.
Data sources.  Rodgers' evolutionary method of concept analysis provided the framework for this analysis. Data were retrieved from the Cumulative Index of Nursing and Allied Health Literature and MEDLINE databases and the ABI/INFORM global business database. The literature search used the keywords patient satisfaction, nursing care and hospital. The sample included 44 papers published in English, between 1998 and 2007.
Results.  Cox's Interaction Model of Client Health Behavior was used to analyse the concept of patient satisfaction with nursing care. The attributes leading to the health outcome of patient satisfaction with nursing care were categorized as affective support, health information, decisional control and professional/technical competencies. Antecedents embodied the uniqueness of the patient in terms of demographic data, social influence, previous healthcare experiences, environmental resources, intrinsic motivation, cognitive appraisal and affective response. Consequences of achieving patient satisfaction with nursing care included greater market share of healthcare finances, compliance with healthcare regimens and better health outcomes.
Conclusion.  The meaning of patient satisfaction continues to evolve. Using a nursing model to measure patient satisfaction with nursing care delineates the concept from other measures of patient satisfaction.     

Patient satisfaction with nursing care in a colorectal surgical population

This paper describes one arm of a much larger, multi-site study whose hypothesis was that evidence-based nursing practice is more effective than routine nursing care in improving patient outcomes and health gain. This arm of the study investigated patient satisfaction as an outcome measure for those patients undergoing colorectal surgery. The study's relevance for nurses is in the potential feedback for reviewing nursing practice and health care delivery. Patient satisfaction with nursing care was measured through a validated questionnaire, the SERVQUAL, followed by interviews with a percentage of the study population. The results of this arm of the study confirm the importance of measuring patient satisfaction through a triangulated method which investigates thoroughly, providing feedback for continuous quality improvement. The in-depth interviews provided greater insight into the results of the questionnaire, enabling clear feedback to nursing staff at the different sites of the study. Results of the questionnaire revealed age, sex and education levels of patients as major influences on individual perceptions of nursing care. Patients whose surgery resulted in stomas were also less satisfied with health-care delivery.     

Patient satisfaction with community psychiatric nursing: a prospective controlled study

A sample of patients allocated to receive either community psychiatric nursing or out-patient psychiatrist follow-up was interviewed at 6-month intervals for a total period of 18 months. Two dimensions of patient satisfaction are discussed: a cross-sectional analysis of the quality of the perceived therapeutic relationship and an analysis over time of attitudes to aspects of the mental health care received. The satisfaction expressed with elements of the therapeutic relationship revealed that patients find nurses more approachable and more sympathetic. The satisfaction expressed by patients receiving the nursing mode of follow-up was superior to that expressed by out-patient psychiatrist patients. Particularly positive were responses made by nursing patients to domiciliary visiting. The greater levels of satisfaction with nursing follow-up increased over time.     

Patient satisfaction with triage nursing in a rural hospital emergency department

This study examined what relationships or differences exist between patient and nurse characteristics, satisfaction with triage nurse caring behaviors, general satisfaction with the triage nurse, and intent to return to a rural hospital emergency department (ED). The ED, located at a 401-bed teaching hospital in a small southern city, averages 28,000 visits annually. Samples of ED nurses (N = 11) and ED patients (N = 65) were asked to respond to demographic forms and the Consumer Emergency Care Satisfaction Scale (CECSS) Adapted. Findings indicated that the nurse's acuity rating and the patient's perception of condition had a positive relationship. The patient's perception of condition, patient satisfaction, and caring satisfaction were predictors of intent to return. When patients perceived themselves as seriously ill or injured, they expressed less intent to return to that ED.     

Measuring patient satisfaction as an outcome of nursing care at a teaching hospital of southern Taiwan

Patient satisfaction has become an important indicator to measure the quality of care. Nursing has long used outcome measures to evaluate health care. The study assessed the patient satisfaction of patients from medical and surgical units at a teaching hospital of southern Taiwan. Of the 806 near-discharge patients from medical or surgical units approached to participate in the study, a total of 477 patients returned questionnaires for a response rate of 59%. The total mean score for all the patients' satisfaction score was 4.28 (SD = 0.53). In general it reflected that the patients were satisfied. There was no significant difference between the patient demographic variables, primary nurse's age, marriage, and total working experience on any of the subscales. Results of this study provided evidence that primary nurse's unit working experience can influence patient satisfaction (P value < .05).     

Patient satisfaction: a key concept for evaluating and improving nursing services

AIMS: The main purpose of this review was to explore the meaning of patient satisfaction and present the theoretical background and the definitions which developed in nursing. BACKGROUND: Today, there is an increasing interest in patient satisfaction which is considered a valid indicator of the quality of care. ORIGINS OF INFORMATION: An extensive literature review was performed by using the MEDLINE database. DATA ANALYSIS: Data was classified and analysed by using the content analysis approach. KEY ISSUES: The principal finding of this review was the lack of attention to the meaning of patient satisfaction, the development of theoretical frameworks and the psychometric properties of the developed instruments. CONCLUSIONS: Nurses need to develop valid and reliable instruments to measure patient satisfaction in order to improve the quality of care and make their work visible.     

Patient satisfaction with nursing care in Alexandria, Egypt

The study assessed the satisfaction of medical and surgical patients in a university hospital in Egypt using the La Monica/Oberst Patient Satisfaction Scale. In spite of the nursing shortage in that hospital, the results indicated that patient satisfaction was high. The implications for nursing care are discussed in terms of the validity of the scale and the objectivity of clients when responding to the questionnaire.     

Patient care management as a global nursing concern

Effective and efficient patient management is important in all health care environments because it influences clinical and financial outcomes as well as capacity. Design of care management processes is guided by specific principles. Roles (e.g., case management) and tools (e.g., clinical paths) provide essential foundations while attention to outcomes anchors the process.     

Patient expectation and satisfaction with nursing care in Turkey: a literature review

BACKGROUND: Patient satisfaction is used as an important indicator of care quality and is frequently included in healthcare planning and evaluation. This study presents a review of research on patient expectation and satisfaction with nursing care in Turkey. AIM: To review the national literature on patient expectations and satisfaction with nursing care. METHODS: The researchers reviewed 3,089 articles of which 27 were discussed in detail. Of these 3,089 articles, 1,812 were from all issues of 14 Turkish nursing journals which have been published in the last 50 years, and 1,277 articles were from 24 nursing congress and symposium books. RESULTS: The results of this study are divided into two categories: expectations concerning 'nursing care', and 'satisfaction with nursing care'. The findings show that there exist conceptual and philosophic deficiencies in the approaches to patient satisfaction and that there is a need to use standardized instruments to study and assess patient satisfaction in the future. CONCLUSION: Over the last 20 years, studies of patient expectation and satisfaction with nursing care have been gaining high importance, but it is also noticed that in a national and philosophical approach the studies are not based on clearly defined concepts. Moreover, it has been concluded that there is a need for valid and reliable tools in the evaluation of satisfaction.