Measuring Patient Satisfaction as an Outcome of Nursing Care at a Teaching Hospital
Keywords:
Patient Satisfaction, Nursing Care, Teaching Hospital, Healthcare Quality, Patient Experience, Nursing Services, Quality Assessment, Service Quality, Patient-Centered Care, Hospital ManagementAbstract
Patient satisfaction has emerged as one of the most significant indicators of healthcare quality, particularly in hospitals where nursing professionals play a central role in delivering patient-centered care. Nursing care extends beyond administering medications and performing clinical procedures; it also involves communication, emotional support, health education, and ensuring patient comfort throughout hospitalization. In teaching hospitals, where clinical education, research, and patient care occur simultaneously, maintaining high standards of nursing services is essential for improving treatment outcomes and enhancing patients' overall experiences. Evaluating patient satisfaction provides valuable insights into the effectiveness of nursing practices and highlights areas requiring quality improvement.
The present study aims to measure patient satisfaction as an outcome of nursing care in a teaching hospital by examining patients' perceptions regarding the quality, responsiveness, professionalism, communication, and empathy demonstrated by nursing staff. A descriptive cross-sectional research design has been proposed using a structured questionnaire based on internationally accepted patient satisfaction dimensions. The study considers various demographic characteristics and explores their association with satisfaction levels. Both descriptive and inferential statistical techniques are suggested for analysing the collected data.
The findings indicate that nursing behaviour, timely response to patient needs, effective communication, professional competence, and emotional support significantly influence patient satisfaction. Patients generally express higher satisfaction when nurses demonstrate respect, compassion, and prompt attention to their concerns. Conversely, dissatisfaction tends to arise due to delayed responses, inadequate communication, staff shortages, and insufficient patient education regarding treatment and discharge procedures.
References
Ahmed, F., Burt, J. and Roland, M. (2014) 'Measuring patient experience', British Journal of General Practice, 64(619), pp. e223–e232.
Al-Abri, R. and Al-Balushi, A. (2014) 'Patient satisfaction survey as a tool towards quality improvement', Oman Medical Journal, 29(1), pp. 3–7.
Almeida, R.S., Bourliataux-Lajoinie, S. and Martins, M. (2015) 'Satisfaction measurement instruments for healthcare service users', Cadernos de Saúde Pública, 31(1), pp. 11–25.
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M.M. and Amenta, P. (2017) 'Determinants of patient satisfaction: A systematic review', Perspectives in Public Health, 137(2), pp. 89–101.
Cleary, P.D. and McNeil, B.J. (1988) 'Patient satisfaction as an indicator of quality care', Inquiry, 25(1), pp. 25–36.
Crow, R., Gage, H., Hampson, S., Hart, J., Kimber, A., Storey, L. and Thomas, H. (2002) 'The measurement of satisfaction with healthcare', Health Technology Assessment, 6(32), pp. 1–244.
Doyle, C., Lennox, L. and Bell, D. (2013) 'A systematic review of evidence on the links between patient experience and clinical safety', BMJ Open, 3(1), pp. 1–18.
Ferreira, D.C., Vieira, I., Pedro, M.I. and Caldas, P. (2023) 'Patient satisfaction with healthcare services and the techniques used for its assessment', Healthcare, 11(5), pp. 639–662.
Fitzpatrick, R. (1991) 'Surveys of patient satisfaction', BMJ, 302(6781), pp. 887–889.
Hills, R. and Kitchen, S. (2007) 'Toward a theory of patient satisfaction with nursing care', Journal of Advanced Nursing, 27(6), pp. 1241–1248.
Institute of Medicine (2001) Crossing the Quality Chasm. Washington, DC: National Academies Press.
Jenkinson, C., Coulter, A. and Bruster, S. (2002) 'The Picker Patient Experience Questionnaire', International Journal for Quality in Health Care, 14(5), pp. 353–358.
Larson, E. (1987) 'Consumer satisfaction with nursing care', Journal of Nursing Administration, 17(5), pp. 16–23.
Manzoor, F., Wei, L., Hussain, A., Asif, M. and Shah, S.I.A. (2019) 'Patient satisfaction with health care services', International Journal of Environmental Research and Public Health, 16(17), pp. 1–16.
Otani, K., Kurz, R.S. and Harris, L.E. (2011) 'Managing primary care using patient satisfaction measures', Health Care Management Review, 36(3), pp. 247–255.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) 'SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality', Journal of Retailing, 64(1), pp. 12–40.
Prakash, B. (2010) 'Patient satisfaction', Journal of Cutaneous and Aesthetic Surgery, 3(3), pp. 151–155.
Press Ganey Associates (2020) Patient Experience Improvement Guide. Indiana: Press Ganey.
Rahmqvist, M. (2001) 'Patient satisfaction in relation to age and health status', International Journal for Quality in Health Care, 13(5), pp. 385–390.
Sitzia, J. and Wood, N. (1997) 'Patient satisfaction: A review of issues and concepts', Social Science & Medicine, 45(12), pp. 1829–1843.
Srivastava, A., Avan, B.I., Rajbangshi, P. and Bhattacharyya, S. (2015) 'Determinants of women's satisfaction with maternal health care', BMC Pregnancy and Childbirth, 15(97), pp. 1–12.
Wagner, D. and Bear, M. (2009) 'Patient satisfaction with nursing care', Journal of Advanced Nursing, 65(3), pp. 692–701.
Downloads
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
