Until recently, there was no nursing care satisfaction questionnaire either to collect what critical patients consider to be important aspects or to comprehensively assess that care within this context. Taking into close account these patients’ perspective, a reliable questionnaire was compiled that considers those aspects which are important to them, in order to assess their satisfaction with the care received.
The great advances in measuring patients’ nursing care satisfaction thanks to the use of various tools is undeniable. However, none of those tools had been specifically created to assess critical patients’ satisfaction with the care received in intensive care units and, therefore, in this practical context, they did not collect those aspects that the patients considered important nor did they assess nursing care entirely or comprehensively. Therefore, taking into consideration the fact that satisfaction is an element to consider in order to assess the quality of care, it was important to know the dimensions of such satisfaction from the critical patient's perspective in order to use them as a basis for the the creation of a reliable and effective questionnaire.
To design and validate a questionnaire from the critical patient's perspective in order to assess nursing care satisfaction.
Quantitative, psychometric and cross-sectional design. The study was performed in three intensive care units at a tertiary level hospital. The population was all discharged patients. Consecutive sampling (n = 200). For the initial questionnaire design, the generation of items was based in the aspects used for the previous qualitative study. The content-validation result (n = 30) was a questionnaire where 49 items were distributed into four factors: holistic care, ways of communication, professional behaviour and the consequences of receiving satisfactory care. Data collection was performed as follows: after discharge, patients received the assessment tools and, after 48 hours, they were given the questionnaire again. For questionnaire validation, internal consistency analysis (Cronbach alpha) and temporal stability (test-retest) were used. The construct validity was determined through confirmatory factorial analysis and criterion-related validity through the ‘Consumer Emergency Care Satisfaction Scale’.
Catalanurses.cat: Satisfacció del malalt crític en relació a les cures infermeres [Internet]. Catalonia [consultation conducted on 3rd September 2018]. Available at https://www.catalanurses.cat/projectes/percepcio-dels-pacients-critics-en-relacio-a-la-satisfaccio-de-les-cues-infermeres/
- To know the different dimensions of the critical patient's satisfaction.
- To assess the patient's satisfaction regarding the nursing care received.
Customer satisfaction. The results of this study reveal that critical patients present very high levels of satisfaction and that some of the socio-demographic and clinical variables analysed showed statistically significant differences.
Increase in quality. The satisfaction questionnaire reliability was 0.95 and factors obtained values between 0.7 and 0.91. The total scale coefficient of intra-class correlation was 0.83, which is indicative of a good temporal stability.
Generar valor per als clients.
This questionnaire may be used both in research and in clinical practice.
Published on*** 8 Sep 2018
We’re preparing the Good Management Practice file. You’ll be able to download it in a few seconds