A STUDY TO ASSESS PATIENT’S SATISFACTION WITH QUALITY OF NURSING CARE

Abstract

Objectives: Patient satisfaction is a concrete criterion for the assessment of health care and for that reason quality of nursing care. It provides data for healthcare managers by providing significant resources for processes such as those involved in measuring patients’ expectations and satisfaction with nursing care quality, improving nursing service quality through documentation of areas of failure and planning and implementing necessary training. The study was carried on with the aim to assess patient’s satisfaction with quality of nursing care in a tertiary care hospital and to identify the relationship between the satisfaction of patients with selected variables.

Methods: This descriptive cross-sectional study was done at a tertiary care hospital of Indian armed forces after taking approval from the ethical committee of the institute. 50 patients from various wards were selected for the study by randomization method. Critical patients, patients in isolation wards/intensive care unit, and patients with mental illness were excluded from the study. All participants were apprised of the study carried out on them and their informed consent was taken. The data were collected from the participants through a validated structured questionnaire to assess the patient’s satisfaction with quality of nursing care. The data were collected and analyzed statistically.

Results: Out of all patients, most of the patients (52%) were aged between 36 and 50 years, and many of them, i.e., 82% were married. Analysis of patient’s satisfaction with nursing care quality questionnaire (PSNCQQ) revealed that for item “Ease of getting information: Willingness of nurses to answer your questions” the highest excellent satisfaction response was given by 24% patients. Item under the highest very good satisfaction response was “Information given by nurses: How well nurses communicated with patients, families, and doctors.” The items for which satisfaction levels were lowest were the “The daily routine of the nurses: How well they adjusted their schedules to your needs” and coordination of care after discharge: Nurses’ efforts to provide for your needs after you left the hospital. Overall, patients were satisfied with the quality of nursing care for most of the variables. Analysis of PSNCQQ for perception-related items showed that 24% and 72% of participants’ responses for the “Quality of the care and service provided during your stay at the hospital” were excellent and very good respectively. Analysis of PSNCQQ for perception-related items showed that patients aged between 18 and 35 years were more satisfied with quality of care. In the overall perception about the quality of care, males were more satisfied than females. In overall perception of quality of nursing care married were more satisfied. Educated patients are more satisfied with the quality of nursing care.

Conclusion: The results also showed that nurses should provide care in a framework of respect, kindness, and courtesy toward patients by emphasizing the importance of communication. Besides these, the patients were highly satisfied with the overall quality of hospital care, and nursing care and reported that they would recommend this hospital to their families and friends.