Abstract
Background:In the emergency department satisfaction is strictly linked to the role of the nurses, namely the first interface between patients and hospital services.Objectives:The purpose of the study was to identify areas of emergency nursing activity associated with minor or major patient satisfaction.Methods:A descriptive cross-sectional study was conducted from December 2010 - May 2011, in the rural hospital of Orbetello, Tuscany (Italy). Convenience sampling was used to select patients, namely patients presenting at the emergency unit in the study period. The Consumer Emergency Care Satisfaction Scale was used to collect information on two structured subscale (Caring and Teaching).Results:259 questionnaire were collected. Analysis indicated that only two characteristics significantly influenced overall satisfaction: “receiving continuous information from personnel about delay” positively effect (OR=7.98; p=0.022) while “waiting time for examination” had a negative effect (OR 0.42; p=0.026)Conclusions:The study was the first conduced in Italy using this instrument that enabled to obtain much important information about patient satisfaction with nursing care received in the emergency department. The results showing improvements must be related to educational aspects, such as explaining patients the colour waiting list, and communication towards patients, such as informing about emergences that cause queue.
Highlights
1.1 BackgroundPatient satisfaction with nursing care is considered the major predictive factor of overall satisfaction with hospital care (You et al, 2013) and is a measure of nursing quality often used in studies aimed at demonstrating the benefits of changes in nursing care (Aiken, Sloane, Bruyneel, Van den Heede, & Sermeus, 2013; Coetzee, Klopper, Ellis, & Aiken, 2013)
The study was the first conduced in Italy using this instrument that enabled to obtain much important information about patient satisfaction with nursing care received in the emergency department
Many of the items investigating nurses’ instructions to patients at discharge or dedicating time to patient needs, typical of the Teaching scale, were judged more severely: for example 113 (43.6%) patients -answered that nurses did not give sufficient instructions and that they did not inform the patient what to expect at home
Summary
1.1 BackgroundPatient satisfaction with nursing care is considered the major predictive factor of overall satisfaction with hospital care (You et al, 2013) and is a measure of nursing quality often used in studies aimed at demonstrating the benefits of changes in nursing care (Aiken, Sloane, Bruyneel, Van den Heede, & Sermeus, 2013; Coetzee, Klopper, Ellis, & Aiken, 2013). In the emergency department (ED), satisfaction is linked to the role of nurses, namely the first interface between patients and hospital services. The triage is the first point of contact for most patients coming to the ED. Prompt service is perceived as very important for patients, probably the primary factor determining their judgment (Lee & Yom, 2007). Positive or negative perception of nursing triage can have an impact on patient satisfaction and determine whether or not he will return to a specific ED (Lee & Yom, 2007; Elder et al, 2004). In the emergency department satisfaction is strictly linked to the role of the nurses, namely the first interface between patients and hospital services
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