Original scientific paper

https://doi.org/10.24141/2/2/1/1

Patient Satisfaction as a Nursing Care Quality Indicator in the ICU

Adriano Friganović orcid.org/0000-0002-9528-6464 ; University Hospital Centre Zagreb, Zagreb, Croatia
Sonja Kalauz ; University of Applied Health Sciences, Zagreb, Croatia
Maida Redžić ; University Hospital Centre Zagreb, Zagreb, Croatia
Boris Ilić orcid.org/0000-0003-3990-5627 ; University of Applied Health Sciences, Zagreb, Croatia
Irena Kovačević orcid.org/0000-0001-5673-9515 ; University of Applied Health Sciences, Zagreb, Croatia
Sandro Vidmanić ; University Hospital Centre Rijeka, Rijeka, Croatia

Abstract

Aim. Patient satisfaction with provided nursing care is an important quality indicator. This study aimed to determine the factors and the level of patient satisfaction in the ICU. The aim was also to determine and compare satisfaction levels among patients with regard to their level of education and the length of their stay in the ICU.

Hypotheses. Hypothesis 1: The level of satisfaction with provided nursing care will be significantly lower among patients who have a higher level of education. Hypothesis 2: Patients will show a higher level of satisfaction with the provided nursing care when the length of their stay in the ICU is shorter.

Methods. A cross-sectional study was conducted on 150 patients treated in intensive care units at the University Hospital Centre Zagreb during a period of 6 months. The survey contained a total of 24 closedended questions. The study hypotheses were tested using the chi-squared test.

Results. The study confirmed the starting hypothesis 1, stating that patients with a higher level of education
have lower satisfaction levels than patients with a lower level of education. The hypothesis 2, which assumed that patients with shorter hospital stays, defined in our survey as a stay of no more than five days, were more satisfied with conditions in the ICU than those who stayed longer than five days, has been dismissed.

Conclusion. Patients with a higher education level have higher expectations from health care providers which results in lower satisfaction levels with the provided nursing care. The longer patients stay in hospital wards, the higher the probability of finding potential reasons for dissatisfaction.

Keywords

quality indicators; patient satisfaction; nurse; nursing care

Hrčak ID:

203644

URI

https://hrcak.srce.hr/203644

Publication date:

29.6.2018.

Article data in other languages: croatian

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