Magnitude of patients’ satisfaction with nursing care in 152 patients of tertiary care hospital; A cross sectional descriptive study

Aim: Purpose of the study is to determine the magnitude of patient satisfaction with nursing care in tertiary care hospital of Peshawar. Materials and Methods: A cross-sectional descriptive study was conducted in inpatients’ department of tertiary care hospital of Peshawar. Using non probability convenient sampling technique patients were sampled. Study was completed in six months duration. Data was collected through Patient Satisfaction with Nursing Care Scale (PSNCS); self administered semi-structured questionnaire from patients aged 20 and above and who had spent at least two days receiving nursing care in wards. Data was analyzed by SPSS version 19. Results: The level of patients’ satisfaction measured with ten dimensions. Findings showed that satisfaction rate by warm welcome of nurses was 67.8%, orientation from ward environment was 75.5%, and work collaboration of nurses was 92.8%, in care provision, to provide prior information regarding any procedure was 82%, in collaborative communication was 89.9%, in unavoidable attitude and listening were 92.1%, nurses knowledge and skill and performance was 84.2%. Conclusion: Overall study results showed that patients were satisfied from nursing care they received but some aspects i.e. welcome by nurses and environment of ward still need improvement. Patients feel uncertain about their upcoming tests and treatment by health care provider so study suggests that nurses should welcome them warmly and ward environment should be clean, calm and friendly which can help in decreasing patients’ uncertainty.

PDF

___

1. Khattak A, Alvi MI, Yousaf MA, et al. Patient satisfaction–a comparison between public & private hospitals of Peshawar. International J Collaborative Research on Internal Med & Public Health 2012;4:713- 22.
2. Alam MZ, Aman R, Hafizullah M. Patient awareness survey in a tertiary care hospital. J Postgraduate Med Institute (Peshawar-Pakistan) 2011;4:22.
3. Khan OA, Iqbal M, Waseem A. Patients’ Experience and Satisfaction with Healthcare at Pakistan Railways Hospital Rawalpindi. Ann Pak Inst Med Sci 2012;8:122-4.
4. Afzal M, Rizvi F, Azad AH, et al. Effect of demographic characteristics on patient’s satisfaction with health care facility. J Postgraduate Med Institute (PeshawarPakistan) 2014;2:28.
5. Aiken LH, Sermeus W, Van den Heede K, et al. Patient safety, satisfaction, and quality of hospital care: cross sectional surveys of nurses and patients in 12 countries in Europe and the United States. Bmj 2012;344:1717.
6. Suhonen R, Papastavrou E, Efstathiou G, et al. Patient satisfaction as an outcome of individualised nursing care. Scand J Caring Sci 2012;26:372-80.
7. Ahmad I, Nawaz A, Khan S, et al. Predictors of patient satisfaction. Gomal J Med Sciences. 2011;9:2.
8. Wolosin R, Ayala L, Fulton BR. Nursing care, inpatient satisfaction, and value-based purchasing: vital connections. J Nurs Administration. 2012;42:321-5.
9. Ahmed R, Ahmad N, Nasir F, Khoso I. Patients’ satisfaction and quality health services: an investigation from private hospitals of Karachi, Pakistan. Research J Recent Sciences 2014:2277- 502.
10. Bashir T, Shahzad A, Khilji BA, Bashir R. Study of patients satisfaction and hospital care in Pakistan: Case study of madina teaching Hospital University Faisalabad. World Applied Sciences J 2011;12:1151- 5.
11. Kundi GM, Javed A, Saif N. Satisfaction of female patients: A survey of DHQ Zanana Hospital Dera Ismail Khan, KPK, Pakistan. Research J Finance and Accounting, 4. 2013:268-80.
12. Soliman HMM, Kassam AH, Ibrahim AA. Correlation between Patients' Satisfaction and Nurses' Caring Behaviors. J Biol Agric Healthc 2015;5:30-41.
13. You L-m, Aiken LH, Sloane DM, et al. Hospital nursing, care quality, and patient satisfaction: cross-sectional surveys of nurses and patients in hospitals in China and Europe. Int J Nurs Stud 2013;50:154-61.
14. Organization WH. Protecting health from climate change: connecting science, policy and people. 2009.
15. Farahani MF, Shamsikhani S, Hezaveh MS. Patient satisfaction with nursing and medical care in hospitals affiliated to arak university of medical sciences in 2009. Nursing and midwifery studies 2014;3:3.
16. Milutinović D, Simin D, Brkić N, Brkić S. The patient satisfaction with nursing care quality: the psychometric study of the Serbian version of PSNCQ questionnaire. Scand J Caring Sci 2012;26:598-606.
17. Khan RM. Determinants of patient satisfaction with health services at public and private hospital in Gujrat, Pakistan. IJEER 2016;4:153-8.
18. Khan MH, Hassan R, Anwar S, et al. Patient satisfaction with nursing care. Rawal Med J 2007;32:28-30. 19. Ahsan N, Chawala JA, Farooq U, et al. Assessment of patients’satisfaction in medical and surgical wards in a tertiary care hospital. J Ayub Med Coll Abbottabad 2012;24:147-50.
20. Alzolibani AA. Patient satisfaction and expectations of the quality of service of University affiliated dermatology clinics. J Public Health Epidemiol 2011;3:61-7.
21. Strutt R, Shaw Q, Leach J. Patients’ perceptions and satisfaction with treatment in a UK osteopathic training clinic. Manual Therapy 2008;13:456-67.
22. Nayebi N, Majd Teymouri R. Communication skills and related factors within patient by nursing student. J Holist Nurs 2015;25:93-101.
23. Alsaqri S. Patient satisfaction with quality of nursing care at governmental hospitals, Ha’il City, Saudi Arabia. J Biology, Agriculture and Healthcare 2016;6:128-42.
24. Goh ML, Ang EN, Chan Y-H, et al. A descriptive quantitative study on multi-ethnic patient satisfaction with nursing care measured by the Revised Humane Caring Scale. Applied Nursing Research 2016;31:126- 31.
25. Maliha N, Aysha Z, Shaikh B. Determinants of patient's satisfaction with health care system in Pakistan: a critical review. Pakistan J Public Health 2012;2:56-61.
26. Makarem J, Larijani B, Joodaki K, et al. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. J Med Ethics Hist Med 2016;9.