Patients Satisfaction | Patient | Nursing

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  See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/281688886 Patients' satisfaction regarding nursing careprovided in different hospitals in Makkah AlMukramah  Article  · January 2013 CITATIONS 2 READS 33 4 authors , including: Some of the authors of this publication are also working on these related projects: Knowledge, Attitudes and Practices Regarding Breast Self-Examination among Female UndergraduateStudents in the Faculty of Applied Medical Sciences at Umm Al-Qura University   View projectchildren health   View projectNahed Saied El-NaggerUmm Al-Qura University 16   PUBLICATIONS   4   CITATIONS   SEE PROFILE Lamiaa ElsayedUmm Al-Qura University 8   PUBLICATIONS   2   CITATIONS   SEE PROFILE All content following this page was uploaded by Nahed Saied El-Nagger on 22 September 2016. The user has requested enhancement of the downloaded file. All in-text references underlined in blue are added to the srcinal documentand are linked to publications on ResearchGate, letting you access and read them immediately.  ) 22013;10(Life Science Journalhttp://www.lifesciencesite.com  421  Patients' Satisfaction Regarding Nursing Care Provided in Different Hospitals in Makkah AL Mukramah  Nahed S. El-Nagger  1,4  Sahar M. A. Ahmed  2,4   Lamiaa A. Elsayed 1,4 Hamdia M. A. Khamis 3,4 1 Pediatric Nursing Department, Faculty of Nursing, Ain Shams University, Cairo, Egypt 2  Nursing Management, Faculty of Nursing, Port Said University, Egypt 3 Maternity, obstetrics and Gynecological Nursing, Faculty of Nursing, Port Said University, Egypt   4 Faculty of Nursing, Umm Al Qura University, Makkah Al- Mukramah, Saudi Arabia   nahidalngar@yahoo.com  Abstract: Background:  Patients’ satisfaction has been used as a significant indicator of quality services provided  by health care personnel. Consequently, the most important predictor of patients’ overall satisfaction with hospital care is particularly related to their satisfaction with nursing care. Patient’s satisfaction with nursing care is important for any health care agency because nurses comprise the majority of health care providers and they provide care for  patients 24 hours a day. Aim: The aim of the current study was to measure the patients’ satisfaction regarding nursing care provided in different hospitals in Makkah Al-Mukrama . Subjects and Methods:  A descriptive study design , it represented in a convenient sample consisted of 150 patients, the study was carried out at three different hospitals affiliated to King Faisal, Al Noor Specialist and Al Ahly Hospitals, whereas50 patients were taken from each hospital, the study was conducted at Medical & Surgical Wards and Hemodialysis Unit.  Tool   of Data Collection: It was an Interviewing Patients’ Satisfaction Questionnaire (IPS   Q), it was used to measure the patients’ satisfaction regarding nursing care provided in different hospitals in Makkah Al-Mukramah. Results:  The results of the current study revealed that more than half of patients in King Faisal Hospital were male and their age was 35 years and above, in comparison to Al- Ahly Hospital the majority of patients were female. The majority of patients were satisfied with nurses communication except for patients’ participation in decision making regarding their treatment additionally, there was no statistical significant differences regarding nursing care provided among the three different hospitals.  Conclusion:  There was no statistical significant differences regarding nursing care  provided among the three different hospitals in Makkah Al – Mukramah,. Recommendations:  Further studies should be conducted concerning patients’ satisfaction with nursing care provided in all hospitals.   [Nahed S. El-Nagger, Sahar M. A. Ahmed, Lamiaa A. Elsayed   and   Hamdia M. A. Khamis.  Patients' Satisfaction Regarding Nursing Care Provided in Different Hospitals in Makkah AL Mukramah .  Life Sci J 2013;10(2):421-429]. (ISSN: 1097-8135). http://www.lifesciencesite.com . 64 Key words:  Patient’s Satisfaction, Quality of nursing care provided. 1. Introduction Patient satisfaction has been used as an indicator of quality services provided by health care personnel. The most important predictor of patient's overall satisfaction with hospital care is particularly related to their satisfaction with nursing care (1,2) .   Patient satisfaction is defined as the extent of the resemblance  between the expected quality of care and the actual received care. Patient satisfaction with nursing care is important for any health care agency because nurses comprise the majority of health care providers and they provide care for patients 24 hours a day (3,4,5) .   Studies of the quality of medical care are increasing in importance as a component of health care research. The consumer's opinion of services is  being taken into account in assessments of quality. Thus, evaluating the quality of nursing care involves the measurement of its benefits to patients and the community at large (6,7) . The emerging health care literature suggests that patient satisfaction is a dominant concern that is intertwined with strategic decisions in the health services. Patient satisfaction should be as indispensable to assessments of quality as to the design and management of health care systems (8,9) . However, the patients' satisfaction is related to the extent to which general health care needs and condition-specific needs are met. Evaluating to what extent patients are satisfied with health services is clinically relevant, as satisfied patients are more likely to comply with treatment, take an active role in their own care, to continue using medical care services and stay within a health provider (where there are some choices) and maintain with a specific system.In addition, health professionals may benefit from satisfaction surveys that identify potential areas for service improvement and health expenditure may be optimised through patient-guided planning and evaluation (3,9) . Consequently, the nurse patient relationship has a powerful impact on patient satisfaction. Nurses spend the most time with patients. Patients see nurses’ interactions with others on the care team and draw conclusions about the hospital  based on their observations. Also, nurses’ attitudes  ) 22013;10(Life Science Journalhttp://www.lifesciencesite.com  422  toward their work, their coworkers and the organization affect patient and family judgments of all the things they don’t see behind the scenes (4,10) . Patient's satisfaction is now a critical variable in any calculation of quality or value and therefore in the assessment of corporate/individual accountability. It is a legitimate and important measure of quality of care (5,6,11) . Accordingly, patients want to be treated well, to know their nurse as knowledgeable, skilled and competent, to have high quality care every time and want nurses to have a caring and humane attitude, make them feel safe and comfortable –‘cared about’ as well as ‘cared for’. The attitude and approach of the nurse is the most important factor in securing this experience for patients, enabling them to be treated as a human being not a case   with compassion, respect, empathy and by staff who are interested in providing  patient care (6,7,11) . Quality of care encompasses many individual components. Two of the most significant include quality assessment and quality improvement.Where, as quality assessment represents the analytical measure of the important elements of quality of care in terms of patient satisfaction, quality assessment can be used to analyze the outcomes of interpersonal interactions between the physician and the patient throughout the care process. Measurement is an essential element of the assessment process (12,13,14) . Meanwhile, quality improvement is the process used to enhance the delivery of healthcare services  provided to healthcare customers in order to best meet their needs and expectations. So, the quality improvement process logically follows quality assessment, and utilizes assessment results in order to develop techniques to address those customer concerns defined during the assessment process (15,16) .   In general, most quality measures can be placed into 2 general subject groupings. These include Process measures and Outcome measures. Process measure reflect the quality of activities (preparations, interactions, and interventions) that occur prior to and during care. The process of care thus includes the infrastructure as well as the direct delivery of care to  patients. Process measures fall into 3 general categories: Infrastructural processes (technical and organizational) that occur prior to contact with the  patient; care delivery processes (technical and organizational) that occur during contact with the  patient and patient satisfaction with the processes of care. Outcome measures reflect the result of care (whether intended or unintended). This result could manifest at any time during or after the patient’s stay. Outcome measures fall into 3 broad categories: Adverse events or negative results of the technical  process; the desired (intended), documentable result of care; and Patient reports of healing (17,18). . Significance of the Problem: Patients are the best source of information about a hospital system’s communication, education, and  pain-management processes, and they are the only source of information about whether they were treated with dignity and respect. Their experiences often reveal how well a hospital system is operating and can stimulate important insights into the kinds of changes that are needed to close the gap between the cares  provided and the care that should be provide. There has been increasing interest in patients' satisfaction with nursing care in the past few decades. Patient satisfaction with nursing care is considered an important factor in explaining patients' perceptions of service quality. Aim of the Study  The aim of the study was to measure patients’ satisfaction regarding nursing care provided in different hospitals in Makkah Al- Mukramah. Research question: Is there a difference in the level of patients’ satisfaction regarding nursing care provided in different hospitals settings.  2.Subjects and Methods This study aimed to measure patients’ satisfaction regarding nursing care provided in different hospitals in Makkah Al- Mukramah. I.   Technical design: A.   Research design:  The study design was a descriptive study. B.   Research settings: The study was conducted at Medical & Surgical wards, and Hemodailysis unit affiliated to King Faisal Hospital (Governmental), AL-Noor specialist Hospital (Institutional), and AL-Ahly Hospital (Private), they represented three different sectors. Research subjects: A convenient random sample composed of 150 patients. They were representative from the  previously mentioned settings, 5o patients from each hospital, whereas the sample was elected under the following inclusive and exclusive criteria. Inclusive criteria:    Conscious, oriented, and stable patients.    Age 15 years old and above.    Both male and female gender.    All available nationality. Exclusive criteria:    Critical patients, unconscious and comatose.    Patients under 15 years old. C.   Tool of data collection: ã An Interviewing Patient's Satisfaction Questionnaire (IPSQ) : It was adopted from  ) 22013;10(Life Science Journalhttp://www.lifesciencesite.com  423   Newcastle Satisfaction with Nursing Scale (NSNS) Walsh and Walsh 4) . t was used to measure the  patients’ satisfaction regarding nursing care provided in different hospitals in Makkah Al-Mukramah. Some modifications were done by the researchers to suit the nature of the current study. IPSQ  included three parts as the following: Part 1 : Patients’ socio- demographic characteristics as regards their age in year, gender, level of education, nationality, and residence…….etc. Part 2 :   Patients' satisfaction regarding nursing care  provided through assessing nurses’ communication with the patients, meeting the patients’ needs, patients’  physical environment, in addition to the assessment of  patients’ satisfaction as regards nurses’ skills and their competences. Part 3 : Patients’ suggestions for improving the quality of nursing care provided. Questions were in the form of open, close ended, and multiple choices. The time consumed to filled the questionnaire by the researcher for each  patient in study was 15-20 minutes. Each questionnaire sheet was filled on spot individually and the average number of patients who interviewed per day was 5-10 for each hospitals. ã Scoring system : The Interviewing Patient's Satisfaction Questionnaire (IPSQ): It comprised of twenty eight (28) statements in which the first ten statements were related to the Patients' satisfaction regarding nurses’ communication and the second eight statements were concerned with patients’ satisfaction regarding meeting their’ needs and the last ten statements were concerned with patients’ satisfaction as regards nurses’ skills and their competences. All statements were scored on a four points Likert Rating Scale whereas,(strongly agree = 4, agree =3, disagree = 2 and strongly disagree =1). For analysis patient’s responses were plotted under two main categories (Satisfied &Dissatisfied), Whereas if the patient responses were strongly agree or agree, i.e Satisfied and if the patients responses were disagree or strongly disagree, i,e Dissatisfied. Validity and reliability It was ascertained by a group of experts  personnel in nursing. Their opinions were elicited regarding to the tools format layout, consistency and scoring system. The content tools were tested regarding to knowledge, practices accuracy, relevance and competence. II.   Operational design: 1.   Preparatory phase: A review of the past, current local & international related literature covering all aspects of the study using available books, journals arti 2.   Exploratory phase: A.   Pilot study A pilot study was carried out on 10% of patients (15 patients) at the previously mentioned settings to test the study tool for its clarity, validity and time required to fill the tool. The necessary modifications were done through omission of unneeded or repeated questions and improved prior to data collection according to the pilot study results. The patients included in the pilot study were excluded from the stud sample. B.   Procedure: - An official permission was obtained to conduct the study. The actual filed work was carried out from 11-5-2012 to 28 -6-2012 for data collection . The researchers were available two days/ week in different shift and alternatively in different study settings for 6 weeks. The nature and the purpose of the study was explained by the researchers to all patients that were included in the study. The questionnaire was filled out  by the researchers individually. The average time needed for the completion of each form was around (15-20 minutes). Patients' verbal agreement was obtained after that the researchers began to collect the data.  III.   Administrative design: An official approval to conduct the study was obtained from the director of Faculty of Applied Medical Sciences, Umm Al Qura University to the hospital managers of the previously mentioned study settings to collect the sample. IV.   Statistical analysis:  Data were collected, coded, tabulated and analyzed using the numbers and percentage distribution, statistical analysis. Proper statistical tests (t. test) was used to estimate the statistical significant differences. A significant P. value was considered when.  P  . value was <0.05 and highly significant when  P.  value was nursing care provided in different hospitals <0.01. V.   Ethical considerations and Human rights: ã The aim of the study was explained to all patients . ã Obtaining a voluntary acceptance the study subjects to participate in the study. ã The required permissions were obtained through the appropriate channels. ã Code number for each patient was applied to protect their confidentiality rights of their personal data. VI.   Limitation of the Study: Since patients had a number of different nurses caring for them, they were hesitant in answering questions that referred to all nurses. In addition, nursing occurs within a multidisciplinary context; patients had difficulties to isolate the nursing care from the whole health-care experience.
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