EVALUATION OF SERVICE QUALITY IN NURSING AND PATIENT SATISFACTION: PERCEPTION OF PATIENTS AND STUDENT NURSES
Evaluation of service quality and patient satisfaction should be an ongoing process for improving the quality of patient care. Quality of caring behaviour significantly impact on patient satisfaction. The aim of this study was to determine the service quality of nursing care through patients’ and student nurses’ perception on nurses’ caring behaviours and patient satisfaction. This descriptive study was conducted in 2018 in the surgical and medical wards of a leading hospital in Southern Province, Sri Lanka. The study population was patients (N=300) and 3rd-year student nurses (N=115). Random sampling technique was used. Validated and modified 5 point-Likert scales of “perception of caring-behaviors” and “SERVQULAL” were employed. Jean Watson’s theory of human caring was incorporated in the study. Descriptive analysis, Pearson’s correlation, and regression analysis were performed. The mean was computed (1-5) and higher score reflected positive perception. Patients’ perception was above average level on caring behaviour (4.07±0.54) and satisfaction (3.21±0.64). There was a strong correlation between perceived caring behaviour and patient satisfaction (Pearson Correlation 0.65). Findings revealed that patients rated higher in terms of caring behavior compared to the ratings of student nurses (3.47±0.65) and there was a significance difference between two groups (0.03< 0.05). According to regression analysis between independent (caring behaviour) and dependent variable (satisfaction), R2 was 0.44. Jean Watson’s theory of care, bedside handover, information provision to the patients, empathetic approach and patients’ awareness on ideal nursing care are recommended to further increase quality and satisfaction. Area of culturally appropriate therapeutic touch is recommended for future research.
Aiken, L. H. et al. (2018) ‘Patient satisfaction with hospital care and nurses in England: An observational study’, BMJ Open, 8(1), pp. 1–8. doi: 10.1136/bmjopen-2017-019189.
Atwood, A. G. (2017) A comparative examination of nursing student perceptions of caring behaviors demonstrated by clinical faculty in associate degree and baccalaureate degree nursing. Capella University. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Azizi-fini, I. et al. (2012) ‘Correlation between nurses’ caring behaviors and patients’ satisfaction’, Nursing and Midwifery Studies, 1(1), pp. 36–40. doi: 10.5812/nms.7901.
Bagnall, L. A. (2017) A quantitative analysis of BSN and ASN nursing students ’ caring attributes. University of Phoenix. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Bicknell, P. A. (2008) ‘Nurses’ perceptions of patient-centered care delivery: A mixed methods analysis of factors influencing effective implementation of patient-centered care’, (July). Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Bucco, T. (2015) Relationships between patient’s perception of nurse caring behaviours, nurses' perception of nurse caring behaviors and patint satisfaction in the emergengy department. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Caring Science Theory | Watson Caring Science Institute (no date). Available at: https://www.watsoncaringscience.org/jean-bio/caring-science-theory/ (Accessed: 4 March 2017).
Chan, H. S. et al. (2015) ‘Effects of a care workshop on caring behaviors as measured by patients and patient satisfaction’, Open Journal of Nursing, 5. doi: 10.4236/ojn.2015.52010.
Dayasiri, M. B. K. . and Lekamge, E. L. . (2010) ‘Predictors of patient satisfaction with quality of health care in Asian hospitals’, Australasian Medical Journal, 3(11), pp. 739–744. doi: 10.4066/AMJ.2010.375.
Feuerbach, R. D. (2007) An investigation of the relationship between patient preferences for dimensions of nursing care and patient satisfaction with nursing care. N ew York University. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Gares, D. (2011) ‘The relationship of acute inpatient hospital length of stay and patient satisfaction’, pp. 1–159. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Goh, M. L. and Vehvilainen-julkunen, K. (2016) ‘Hospitalised patients ’ satisfaction with their nursing care : An integrative review’, Singapore Nursing Journal, 43(2).
Kelly, L. A., McHugh, M. D. and Aiken, L. H. (2012) ‘Nurse outcomes in Magnet and non-Magnet hospitals.’, The Journal of nursing administration. NIH Public Access, 42(10 Suppl), pp. S44–9. doi: 10.1097/01.NNA.0000420394.18284.4f.
Leino-Kilpi, H. et al. (2015) ‘Knowledge received by hospital patients-a factor connected with the patient-centred quality of nursing care’, International Journal of Nursing Practice, 21(6), pp. 689–698. doi: 10.1111/ijn.12277.
Mako, T., Svanang, P. and Bjersa, K. (2016) ‘Patients ’ perceptions of the meaning of good care in surgical care : a grounded theory study’, BMC Nursing. BMC Nursing, pp. 1–9. doi: 10.1186/s12912-016-0168-0.
Mien Li GOH; Vehviläinen-julkunen, K. (2016) ‘Hospitalised Patients’ Satisfaction with Their Nursing Care: An Integrative Review’, Singapore Nursing Journal, 43(2), pp. 11–27.
Milutinovic, D. et al. (2012) ‘The patient satisfaction with nursing care quality: The psychometric study of the Serbian version of PSNCQ questionnaire’, Scandinavian Journal of Caring Sciences, 26(3), pp. 598–606. doi: 10.1111/j.1471-6712.2012.00969.x.
Minitab Blog Editor (no date) Regression analysis: How do I interpret R-squared and assess the goodness-of-fit?, 2013. Available at: http://blog.minitab.com/blog/adventures-in-statistics-2/regression-analysis-how-do-i-interpret-r-squared-and-assess-the-goodness-of-fit (Accessed: 17 June 2018).
Modic, M. B. et al. (2016) ‘Caring behaviors: perceptions of acute- care nurses and hospitalized patients with diabetes. Descriptive correlational mixed-method research design’, International Journal for Human Caring, 20(3), pp. 160–164. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=jlh&AN=118464895&site=ehost-live.
Mohebifar, R. et al. (2016) ‘Evaluating service quality from patients’ perceptions: application of importance-performance analysis method’, Osong public health and research perspectives. Korea Centers for Disease Control and Prevention, 7(4), pp. 233–8. doi: 10.1016/j.phrp.2016.05.002.
Muhoro, S. n. (2012) ‘Perception of patients and student nurses on nursing care at Kenyatta National Hospital, medical wards.’
Mukumbang, F. C. and Adejumo, O. (2014) ‘Patients’ experiences of being nursed by student nurses at a teaching hospital’, Curationis, 37(1), pp. 1–10. doi: 10.4102/curationis.v37i1.1230.
Peprah, A. A. and Atarah, B. A. (2014) ‘Assessing patient ’ s satisfaction using SERVQUAL model : A case of Sunyani Regional Hospital, Ghana’, International Journal of Business and Social Research, 4(2), pp. 133–143.
Reck, D. L. H. (2010) Patients’ expectations and satisfaction with nursing care, and their nurses’ awareness of their expectations. The Pennsylvania State University. Available at: Retrieved from ProQuest Education Juornal database (OUM Digital Collection).
Senarat, U. and Gunawardena, N. S. (2011) ‘Development of an instrument to measure patient perception of the quality of nursing care and related hospital services at the national hospital of Sri Lanka’, Asian Nursing Research, 5(2), pp. 71–80. doi: 10.1016/S1976-1317(11)60015-7.
Varghese, J. (2009) A study to assess the patient satisfaction with quality nursing care in neuro medical unit, sctimst. Sree chitra tirunal institute of medical sciences and technology medical college, Trivandrum.
Wagner, D. and Bear, M. (2008) ‘Patient satisfaction with nursing care: a concept analysis within a nursing framework’, Journal of Advanced Nursing. doi: 10.1111/j.1365-2648.2008.04866.x.
Weathers, E. et al. (2012) ‘Nurses ’ caring behaviors in Ireland and the United States’, International Journal for Human Caring, (2007), pp. 30–36. doi: 10.1188/15.CJON.352-360.
Youssef, H. . A. M. et al. (2013) ‘A medical-surgical nurse’s perceptions of caring behaviors among hospitals in Taif City Hanan’, Life Science Journal, 10(4), pp. 720–730. doi: 10(4):720-730.
Copyright (c) 2019 Authors
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.