Evaluation of Patient Satisfaction and Nurse Caring Behaviour: Based on Swanson's Theory

Abstract

Caring is a hospital strategy by which to achieve patient satisfaction. The aim of this study was to assess patient satisfaction with nursing care and to identify the predictors based on Swanson's theory of caring, including compassion, competence, and upholding trust. Cross-sectional studies were conducted in patients at a hospital in Kediri District (n = 390 by simple random sampling) from May to October 2018. The instrument in this study was developed in accordance with the standard guidelines of Swanson's theory, and patient satisfaction was measured using PSQ (Patient Satisfaction Questionnaire). Multiple linear regression was used to identify predictors. The mean score of client satisfaction was 6.09 (SD = 0.936) (range of possible score = 1–10). Upholding trust (0.02), Compassion (0.03), and competence (0.03) significantly predicted client satisfaction (R Square = 0.895). The constructs of Swanson's Theory significantly predicted patient satisfaction. This study supports an investigation about the factors underlying client satisfaction on a larger scale, as well as the identification of targets in designing future interventions.