Patient satisfaction with nursing care and information received from nurses

Samir Lleshi; Besim Mustafa

doi:10.31893/multiscience.2025036

Keywords:

Abstract

The satisfaction of patients receiving medical services has been found to depend on the type of hospital, with this correlative dimension influenced by various other factors impacting the relationship. The structure of these influencing factors varies according to the type and form of medical service provided. However, a crucial factor for patients is the provision of the highest quality and most timely medical services, which includes the qualifications of the medical staff. In recent years, health care satisfaction has gained importance due to changes in the health care system, advances in medicine, and the development of new technologies. Additionally, patient satisfaction is recognized as a measure of the efficiency and quality of the health care system, serving as a fundamental tool for improving health care standards. The importance of patient satisfaction lies in its ability to enhance the positive perception and relationship between patients and medical staff, contributing to the efficiency and effectiveness of medical services. The purpose of this research was to examine the level of patient satisfaction in nursing care and to collect information via questionnaires to address the research questions and hypotheses. A descriptive research design was employed, utilizing notes from previously developed questionnaires and primary data to analyze patient satisfaction. Parametric and nonparametric statistical tests were used in the research. It was found that demographic and other factors did not significantly affect the level of patient satisfaction. The results revealed no difference in satisfaction between older and younger patients. A possible explanation for these findings is the readiness of nurses to address patient needs, which may be influenced by higher education and practice levels. Additionally, patient satisfaction was shown to be influenced by other factors, such as the health environment of hospitals.
References
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2. Al Qahtani, M. F. A., & Al Dahi, S. (2015). Satisfaction with nursing care from the Inpatients' perspective in Prince Salman armed forced hospital Tabuk, Saudi Arabia. Middle East Journal of Family Medicine, 13, 13–17. https://doi.org/10.5742/MEWFM.2015.92665
3. Albashayreh, A., Al-Rawajfah, O. M., Al-Awaisi, H., Karkada, S., & Al Sabei, S. D. (2019). Psychometric properties of an Arabic version of the patient satisfaction with nursing care quality questionnaire. The Journal of Nursing Research: JNR, 27(1), 1–9. https://doi.org/10.1097/jnr.0000000000000273
4. Alharbi, H. F., Alzahrani, N. S., Almarwani, A. M., Asiri, S. A., & Alhowaymel, F. M. (2023). Patients' satisfaction with nursing care quality and associated factors: A cross-section study. Nursing Open, 10, 3253–3262. https://doi.org/10.1002/nop2.1577
5. Alhowaymel, F., Abaoud, A., Alhuwaimel, A., Alenezi, A., & Alsayed, N. (2022). COVID-19 Patients' satisfaction levels with nursing care: A cross-sectional study. SAGE Open Nursing, 8, 23779608221078164. https://doi.org/10.1177/23779608221078163
6. Ali, J., Jusoh, A., Idris, N. and Nor, K.M. (2023). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-04-2022-0136
7. Annegret F. H., Albert, W. W., Anastasia Kolyada, A. P., & Liam, J. D. (2022). The aspects of healthcare quality that are important to health professionals and patients: A qualitative study, Patient Education and Counseling, 105(6),.
8. Arlinda Baummer - Carr & David P. Nicolau (2017). The challenges of patient satisfaction: influencing factors and the patient – provider relationship in the United States. Expert Review of Anti-infective Therapy, 15(10), 955-962, https://doi.org/10.1080/14787210.2017.1378097
9. Arslan, Ç., & Kelleci, M. (2011). Satisfaction levels of hospitalized patients in care of nursing in a university hospital and some related factors. Anadaolu Hemşirelik Ve Sağlık Bilimleri Dergisi, 14, 1–8.
10. Bjertnaes, O. A., Sjetne, I. S., Iversen, H. H. (2012). Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations. BMJ Qual Saf, 21(1),39-46. https://doi.org/10.1136/bmjqs-2011-000137. Epub 2011 Aug 26. PMID: 21873465.
11. Brooks C., Hatfield, J. M., Brom, L., H., M., Kelly-Hellyer, E., Schlak, A., & Aiken, L. (2021). System-level improvements in work environments Lead to lower nurse burnout and higher patient satisfaction. Journal of Nursing Care Quality, 36(1), 7–13. https://doi.org/10.1097/NCQ.0000000000000475
12. Bull, C. (2021). Patient satisfaction and patient experience are not interchangeable concepts. Int J Qual Heal Care, 33(1).
13. Canabal Berlanga A, Hernández Martínez G. (2017). Can patient and family satisfaction influence the management of department of intensive care medicine? Med Intensiva, 41(2), 67–9.
14. Chandra, S., Ward, P., and Mohammadnezhad M. (2019) Factors Associated With Patient Satisfaction in Outpatient Department of Suva Sub-divisional Health Center, Fiji, 2018: A Mixed Method Study. Front. Public Health 7:183. https://doi.org/10.3389/fpubh.2019.00183
15. de Steenwinkel, M., Haagsma, J. A., van Berkel, E. C. M. (2022). Patient satisfaction, needs, and preferences concerning information dispensation at the emergency department: a cross-sectional observational study. Int J Emerg Med 15, 5. https://doi.org/10.1186/s12245-022-00407-7
16. Eisenberg, A. (2020). What Is Patient Satisfaction and Why Does It Matter? [Internet]. Wolters Kluwer Expert Insights. https://www.wolterskluwer.com/en/expert-insights/what-is-patient-satisfaction-and-why-does-it-matter
17. Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/ IJQRM-02-2017-0031
18. Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare (Basel), 11(5), 639. https://doi.org/10.3390/healthcare11050639. PMID: 36900644; PMCID: PMC10001171
19. Gabay, G., Gere, A., Zemel, G., & Moskowitz, H. (2022). Personalized Communication with Patients at the Emergency Department - An Experimental Design Study. J Pers Med, 12(10), 1542
20. Gishu, T., Weldetsadik, A. Y., and Tekleab, A. M. (2003). Patients' perception of quality of nursing care; a tertiary center experience from Ethiopia. BMC Nurs. 2019, 18:37. https://doi.org/10.1186/s12912-019-0361-z. PMID: 31427889; PMCID: PMC6694623.
21. Henderson, A., Van Eps, M. A., Pearson, K., James, C., Henderson, P., Osborne, Y. (2007 ). Caring for behaviours that indicate to patients that nurses 'care about' them. J Adv Nurs. 2007 Oct;60(2):146-53. https://doi.org/10.1111/j.1365-2648.2007.04382.x. PMID: 17877561.
22. Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237
23. Kasa, A. S., & Gedamu, H. (2019). Predictors of adult patient satisfaction with nursing care in public hospitals of Amhara region, Northwest Ethiopia. BMC Health Services Research, 19(1), 52. https://doi.org/10.1186/s12913-019-3898-3
24. Law No. 04/L-125 ON HEALTH, 2013, Assembly of the Republic of Kosovo.
25. Liu, Y., and Wang, G. (2007). Inpatient satisfaction with nursing care and factors influencing satisfaction in a teaching hospital in China. J Nurs Care Qual, 22(3), 266-71. https://doi.org/10.1097/01.NCQ.0000277785.52428.a5. PMID: 1756359
26. Lotfi, M., Zamanzadeh, V., Valizadeh, L., & Khajehgoodari, M. (2019). Assessment of nurse–patient communication and patient satisfaction from nursing care. Nursing Open, 6(3), 1189–1196. https://doi.org/10.1002/nop2.316
27. Mahrous, M. S. (2017). Relating family satisfaction to the care provided in intensive care units: quality outcomes in Saudi accredited hospitals. Rev Bras Ter Intensiva, 29(2), 188.
28. Manzoor, F., Wei, L., Hussain, A., Asif, M., Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. Int J Environ Res Public Health, 16(18)
29. Milutinović, D., Simin, D., Brkić, N., Brkić, S. (2012). The patient satisfaction with nursing care quality: the psychometric study of the Serbian version of PSNCQ questionnaire. Scand J Caring Sci. 26(3), 598-606. https://doi.org/10.1111/j.1471-6712.2012.00969.x. Epub 2012 Jan 24. PMID: 22272735.
30. Norris, C. J. (2021). The negativity bias, revisited: Evidence from neuroscience measures and an individual differences approach. Soc Neurosci.;16(1):68–82
31. Prakash, B. (2010). Patient satisfaction. J Cutan Aesthet Surg, 3(3), 151-5. https://doi.org/10.4103/0974-2077.74491. PMID: 21430827; PMCID: PMC3047732.
32. Salehi, A., Jannati, A., Nosratnjad, S., and Heydari, L. (2018). Factors influencing the inpatients satisfaction in public hospitals: a systematic review. Bali Med J, 7(1), 17.
33. Santuzzi, N. R., Brodnik, M. S., Rinehart-Thompson, L., Klatt, M. (2009). Patient satisfaction: How do qualitative comments relate to quantitative scores on a satisfaction survey? Qual Manag Health Care, 18(1), 3–18.
34. Shinde, M., & Kapurkar, K. (2014). Patient's satisfaction with nursing care provided in selected areas of tertiary care hospital 1. International Journal of Science and Research (IJSR), 3, 150–161.
35. Sweeney J, Brooks AM, Leahy A. Development of the Irish National Perception of Quality of Care Survey. Int J Qual Health Care. 2003 Apr;15(2):163-8. https://doi.org/10.1093/intqhc/mzg022. PMID: 12705710.
36. White, E. M., Aiken, L. H., & McHugh, M. D. (2019). Registered nurse burnout, job dissatisfaction, and missed Care in Nursing Homes. Journal of the American Geriatrics Society, 67(10), 2065–2071. https://doi.org/10.1111/jgs.16051
37. Wolf, Z. R., Miller, P. A., Devine, M. (2003). Relationship between nurse caring and patient satisfaction in patients undergoing invasive cardiac procedures. Medsurg Nurs, 12(6),391-6. PMID: 14725151.
38. Zaghini, F., Fiorini, J., Piredda, M., Fida, R., & Sili, A. (2020). The relationship between nurse managers' leadership style and patients' perception of the quality of the care provided by nurses: Cross sectional survey. International Journal of Nursing Studies, 101, 103446. https://doi.org/10.1016/j.ijnurstu.2019.103446

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Lleshi, S., & Mustafa, B. (2024). Patient satisfaction with nursing care and information received from nurses. Multidisciplinary Science Journal, 7(1), 2025036. https://doi.org/10.31893/multiscience.2025036

[1] Akın, S., & Erdoğan, S. (2007). The Turkish version of the newcastle satisfaction with nursing care scale used on medical and surgical patients. Journal of Clinical Nursing, 16, 646–653. https://doi.org/10.1111/j.1365-2702.2006.01583.x

[2] Al Qahtani, M. F. A., & Al Dahi, S. (2015). Satisfaction with nursing care from the Inpatients' perspective in Prince Salman armed forced hospital Tabuk, Saudi Arabia. Middle East Journal of Family Medicine, 13, 13–17. https://doi.org/10.5742/MEWFM.2015.92665

[3] Albashayreh, A., Al-Rawajfah, O. M., Al-Awaisi, H., Karkada, S., & Al Sabei, S. D. (2019). Psychometric properties of an Arabic version of the patient satisfaction with nursing care quality questionnaire. The Journal of Nursing Research: JNR, 27(1), 1–9. https://doi.org/10.1097/jnr.0000000000000273

[4] Alharbi, H. F., Alzahrani, N. S., Almarwani, A. M., Asiri, S. A., & Alhowaymel, F. M. (2023). Patients' satisfaction with nursing care quality and associated factors: A cross-section study. Nursing Open, 10, 3253–3262. https://doi.org/10.1002/nop2.1577

[5] Alhowaymel, F., Abaoud, A., Alhuwaimel, A., Alenezi, A., & Alsayed, N. (2022). COVID-19 Patients' satisfaction levels with nursing care: A cross-sectional study. SAGE Open Nursing, 8, 23779608221078164. https://doi.org/10.1177/23779608221078163

[6] Ali, J., Jusoh, A., Idris, N. and Nor, K.M. (2023). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-04-2022-0136

[7] Annegret F. H., Albert, W. W., Anastasia Kolyada, A. P., & Liam, J. D. (2022). The aspects of healthcare quality that are important to health professionals and patients: A qualitative study, Patient Education and Counseling, 105(6),.

[8] Arlinda Baummer - Carr & David P. Nicolau (2017). The challenges of patient satisfaction: influencing factors and the patient – provider relationship in the United States. Expert Review of Anti-infective Therapy, 15(10), 955-962, https://doi.org/10.1080/14787210.2017.1378097

[9] Arslan, Ç., & Kelleci, M. (2011). Satisfaction levels of hospitalized patients in care of nursing in a university hospital and some related factors. Anadaolu Hemşirelik Ve Sağlık Bilimleri Dergisi, 14, 1–8.

[10] Bjertnaes, O. A., Sjetne, I. S., Iversen, H. H. (2012). Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations. BMJ Qual Saf, 21(1),39-46. https://doi.org/10.1136/bmjqs-2011-000137. Epub 2011 Aug 26. PMID: 21873465.

[11] Brooks C., Hatfield, J. M., Brom, L., H., M., Kelly-Hellyer, E., Schlak, A., & Aiken, L. (2021). System-level improvements in work environments Lead to lower nurse burnout and higher patient satisfaction. Journal of Nursing Care Quality, 36(1), 7–13. https://doi.org/10.1097/NCQ.0000000000000475

[12] Bull, C. (2021). Patient satisfaction and patient experience are not interchangeable concepts. Int J Qual Heal Care, 33(1).

[13] Canabal Berlanga A, Hernández Martínez G. (2017). Can patient and family satisfaction influence the management of department of intensive care medicine? Med Intensiva, 41(2), 67–9.

[14] Chandra, S., Ward, P., and Mohammadnezhad M. (2019) Factors Associated With Patient Satisfaction in Outpatient Department of Suva Sub-divisional Health Center, Fiji, 2018: A Mixed Method Study. Front. Public Health 7:183. https://doi.org/10.3389/fpubh.2019.00183

[15] de Steenwinkel, M., Haagsma, J. A., van Berkel, E. C. M. (2022). Patient satisfaction, needs, and preferences concerning information dispensation at the emergency department: a cross-sectional observational study. Int J Emerg Med 15, 5. https://doi.org/10.1186/s12245-022-00407-7

[16] Eisenberg, A. (2020). What Is Patient Satisfaction and Why Does It Matter? [Internet]. Wolters Kluwer Expert Insights. https://www.wolterskluwer.com/en/expert-insights/what-is-patient-satisfaction-and-why-does-it-matter

[17] Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/ IJQRM-02-2017-0031

[18] Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare (Basel), 11(5), 639. https://doi.org/10.3390/healthcare11050639. PMID: 36900644; PMCID: PMC10001171

[19] Gabay, G., Gere, A., Zemel, G., & Moskowitz, H. (2022). Personalized Communication with Patients at the Emergency Department - An Experimental Design Study. J Pers Med, 12(10), 1542

[20] Gishu, T., Weldetsadik, A. Y., and Tekleab, A. M. (2003). Patients' perception of quality of nursing care; a tertiary center experience from Ethiopia. BMC Nurs. 2019, 18:37. https://doi.org/10.1186/s12912-019-0361-z. PMID: 31427889; PMCID: PMC6694623.

[21] Henderson, A., Van Eps, M. A., Pearson, K., James, C., Henderson, P., Osborne, Y. (2007 ). Caring for behaviours that indicate to patients that nurses 'care about' them. J Adv Nurs. 2007 Oct;60(2):146-53. https://doi.org/10.1111/j.1365-2648.2007.04382.x. PMID: 17877561.

[22] Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237

[23] Kasa, A. S., & Gedamu, H. (2019). Predictors of adult patient satisfaction with nursing care in public hospitals of Amhara region, Northwest Ethiopia. BMC Health Services Research, 19(1), 52. https://doi.org/10.1186/s12913-019-3898-3

[24] Law No. 04/L-125 ON HEALTH, 2013, Assembly of the Republic of Kosovo.

[25] Liu, Y., and Wang, G. (2007). Inpatient satisfaction with nursing care and factors influencing satisfaction in a teaching hospital in China. J Nurs Care Qual, 22(3), 266-71. https://doi.org/10.1097/01.NCQ.0000277785.52428.a5. PMID: 1756359

[26] Lotfi, M., Zamanzadeh, V., Valizadeh, L., & Khajehgoodari, M. (2019). Assessment of nurse–patient communication and patient satisfaction from nursing care. Nursing Open, 6(3), 1189–1196. https://doi.org/10.1002/nop2.316

[27] Mahrous, M. S. (2017). Relating family satisfaction to the care provided in intensive care units: quality outcomes in Saudi accredited hospitals. Rev Bras Ter Intensiva, 29(2), 188.

[28] Manzoor, F., Wei, L., Hussain, A., Asif, M., Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. Int J Environ Res Public Health, 16(18)

[29] Milutinović, D., Simin, D., Brkić, N., Brkić, S. (2012). The patient satisfaction with nursing care quality: the psychometric study of the Serbian version of PSNCQ questionnaire. Scand J Caring Sci. 26(3), 598-606. https://doi.org/10.1111/j.1471-6712.2012.00969.x. Epub 2012 Jan 24. PMID: 22272735.

[30] Norris, C. J. (2021). The negativity bias, revisited: Evidence from neuroscience measures and an individual differences approach. Soc Neurosci.;16(1):68–82

[31] Prakash, B. (2010). Patient satisfaction. J Cutan Aesthet Surg, 3(3), 151-5. https://doi.org/10.4103/0974-2077.74491. PMID: 21430827; PMCID: PMC3047732.

[32] Salehi, A., Jannati, A., Nosratnjad, S., and Heydari, L. (2018). Factors influencing the inpatients satisfaction in public hospitals: a systematic review. Bali Med J, 7(1), 17.

[33] Santuzzi, N. R., Brodnik, M. S., Rinehart-Thompson, L., Klatt, M. (2009). Patient satisfaction: How do qualitative comments relate to quantitative scores on a satisfaction survey? Qual Manag Health Care, 18(1), 3–18.

[34] Shinde, M., & Kapurkar, K. (2014). Patient's satisfaction with nursing care provided in selected areas of tertiary care hospital 1. International Journal of Science and Research (IJSR), 3, 150–161.

[35] Sweeney J, Brooks AM, Leahy A. Development of the Irish National Perception of Quality of Care Survey. Int J Qual Health Care. 2003 Apr;15(2):163-8. https://doi.org/10.1093/intqhc/mzg022. PMID: 12705710.

[36] White, E. M., Aiken, L. H., & McHugh, M. D. (2019). Registered nurse burnout, job dissatisfaction, and missed Care in Nursing Homes. Journal of the American Geriatrics Society, 67(10), 2065–2071. https://doi.org/10.1111/jgs.16051

[37] Wolf, Z. R., Miller, P. A., Devine, M. (2003). Relationship between nurse caring and patient satisfaction in patients undergoing invasive cardiac procedures. Medsurg Nurs, 12(6),391-6. PMID: 14725151.

[38] Zaghini, F., Fiorini, J., Piredda, M., Fida, R., & Sili, A. (2020). The relationship between nurse managers' leadership style and patients' perception of the quality of the care provided by nurses: Cross sectional survey. International Journal of Nursing Studies, 101, 103446. https://doi.org/10.1016/j.ijnurstu.2019.103446

Abstract

References

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