A protocol on patient satisfaction in three national hospital settings: an observational cross-sectional multicentre study

Abstract

Background: to assess, using the Newcastle Satisfaction with Nursing Scales (NSNS) questionnaire, the degree of patient satisfaction with healthcare services, in patients who were admitted to three obstetrics and gynaecology wards in three different Italian public hospitals. The aim of the study was to understand the correlations between basic organisational characteristics and the perceived quality of care. Materials and Methods: an Italian multi-centered cross-sectional observational study of female patients aged 18 or older with good Italian language skills is ongoing between June 2022 and June 2023.The study excludes patients who access the facility exclusively for outpatient services and visits. The tool in use is a validated questionnaire translated into Italian, already tested internationally; the Newcastle Satisfaction with Nursing Scales (NSNS) questionnaire. The tool guarantees the anonymity of data, a minimum sample size of 465 women is expected, and the ethics committee of the promoting hospital has approved the study. The nurses deliver the questionnaire to all inpatients upon admission, and the completed forms are placed exclusively by patients in a sealed urn on the ward, at discharge. Conclusions: assessment using the Newcastle Satisfaction with Nursing Scales (NSNS) questionnaire, in its validated Italian version, can enable improvements in healthcare processes through important innovations and organizational changes. This study, using the translated and validated questionnaire can add knowledge for a better understanding of the correlations between basic organizational features and the perceived quality of services.