Jarošová D., Janíková E., Vrublová Y., Zeleníková, R., Tomášková H., Papastavrou E.: Patient satisfaction with nursing care in surgical departments

Česká verzia

Authors: D. Jarošová ¹; E. Janíková ¹; Y. Vrublová ¹; R. Zeleníková ¹; H. Tomášková ¹; E. Papastavrou ²
Authors place of work: Dean: John Mantas, PhD. ; Děkan: doc. MUDr. Arnošt Martínek, CSc. ; Lékařská fakulta, Ostravská univerzita, Ostrava ¹; Faculty of Health Sciences, Cyprus University of Technology, Cyprus ²
Published in the journal: Prakt. Lék. 2011; 91(5): 269-273
Category: Of different specialties

Summary

Aim:
The aim of the study was to assess patients’ satisfaction with the nursing care provided in surgical departments, to determine relationships between demographic and clinical characteristics of patients and their satisfaction, and to compare patients’ satisfaction according to the medical facilities where they were hospitalized.

Methods:
A descriptive correlation study. The research sample consisted of 279 patients from the surgical departments of four hospitals in Ostrava and its surroundings. Data were collected in the autumn of 2009 using the standardized instrument Patient Satisfaction Scale (PSS).

Results:
Patients rated the items, which are grouped into three factors:

– technical/rational,

– information,

– interaction and support

on the four-point Likert scale.

In all of the hospitals, the patients were most satisfied with the technical aspects of the nursing care, but less satisfied with the information provided to them. Patients valued the professionalism of nurses the most. Only two demographic characteristics influenced patients’ satisfaction:

– education and

– length of hospitalization.

Patients with higher professional education were more satisfied than patients with secondary education. Patients hospitalized for more than a week expressed greater satisfaction in all assessed areas of the questionnaire. There were no significant differences in the evaluation of patients’ satisfaction among the hospitals.

Conclusion:
The results of the study did not demonstrate any statistical differences in patients’ satisfaction according to hospital, nor were there demonstrated any significant effects of demographic factors on their satisfaction. The Patient Satisfaction Scale is an example of a quality instrument with proven psychometric parameters, which is suitable for measuring patient satisfaction with nursing care in the Czech environment.

Key words:
nursing care, patients, satisfaction, PSS instrument.

Zdroje

1. Bostick, J.E., Riggs, C.J., Rantz, M.J. Quality measurement in nursing. An update of where we are now. J. Nurs. Care. Qual. 2003, 18, p. 94-104.

2. Dozier, A.M., Kitzman, H.J., Ingersoll, G.L. et al. Development of an instrument to measure patient perception of the quality of nursing care. Res. Nurs. Health. 2001, 24, p. 506-517.

3. Findik, U.Y., Unsar, S., Sut, N. Patient satisfaction with nursing care and its relationship with patient characteristics. Nurs. Health. Sci. 2010, 12, 2, p. 162-169.

4. Green, A., Davis, S. Toward a predictive model of patient satisfaction with nurse practitioner care. J. Am. Acad. Nurse. Pract. 2005, 17, 4, p. 139-148.

5. Johansson, P., Oléni, M., Frilund, B. Patient satisfaction with nursing care in the context of health care: a literature study. Scand. J. Caring. Sci. 2002, 16, p. 337-344.

6. Kim, H.S. Patient-Nurse collaboration in nursing care decision making: American studies. In: International Nursing Research Conference, Nursing Research: Global Health Perspectives. Los Angeles, CA: American Nurses Association and Council of Nurse Researchers. 1991. p. 399.

7. Lynn, M.R., Mcmillen, B.J. Do nurses know what patients think is important in nursing care? J. Nurs. Care Qual. 1999, 13, p. 65-74.

8. O’Toole, R.V., Castillo, R.C., Pollak, A.N. et al. Determinants of patient satisfaction after severe lower-extremity injuries. J. Bone Joint Surg. Am. 2008, 90, 6, p. 1206.

9. Quintana, J. M., González, N., Bilbao, A. et al. Predictors of patient satisfaction with hospital health care. BMC Health Serv. Res. 2006, 6, p. 102.

10. Suhonen R, Leino-Kilpi H & Välimäki M. Development and psychometric properties of the Individualised Care Scale. J. Eval. Clin. Pract. 2005, 11(1), p. 7-20.

11. Suhonen, R., Välimäki, M., Leino-Kilpi, H. Individualized care, quality of life and satisfaction with nursing care. J. Adv. Nurs. 2005, 50(3), p. 283-292.

12. Thomas, L.H., Macmillan, J., McColl, E. et al. Obtaining patients’ views of nursing care to inform the development of a patient satisfaction scale. Int. J. Qual. Health Care 1995, 7, p. 153-163.

13. Tucker, J.L., Kelley, V.A. The influence of patient sociodemographic characteristics on patient satisfaction. Mil. Med. 2000, 165(1), p. 72-76.

14. Virta, M., Vuorenheimo, J., Leino-Kilpi, H. Surgical patients’ satisfaction with care. Publications of Turku City Health, 1994.

15. Žiaková, K., Gurková, E. Využite princípov praxe založenej na dôkazoch pre zlepšenie ošetrovateľskej diagnostiky v klinickej praxi. Ošetřovatelství a porodní asistence. 2010, 1, 1, s. 17-23.