Patient's satisfaction and distress compared with expectations of the medical staff

Abstract

Objective Patient satisfaction is increasingly used to measure and evaluate patient treatment in hospital. The aim of this study is to assess satisfaction regarding communication, support and the degree of anxiety and depression among the patients, and to compare reports from the patients with the expectations of the staff. Methods In a prospective study, 176 (93%) of the patients and 52 (80%) of the nurses completed a similar questionnaire. Degree of satisfaction was measured on a five-point scale (0–4), and degree of anxiety and depression was measured with the hospital anxiety and depression scale (HAD). Results Satisfaction regarding communication with nurses (3.4 ± 0.07) and physicians (3.0 ± 0.08) was higher than expected by the staff (2.9 ± 0.09 and 2.4 ± 0.09, respectively) ( p < 0.01). The staff expected a higher degree of anxiety (2.3 ± 0.10 versus 1.5 ± 0.12) ( p < 0.01). The patients scored significantly higher on HAD anxiety compared with the population in general. The HAD score correlated negatively with the level of satisfaction. Conclusion The patients generally showed a high degree of satisfaction with communication and support. The staff underestimated the patients’ degree of satisfaction and overestimated their degree of anxiety. Practice Implications Knowledge of patients’ degree of satisfaction is important for satisfactory communication with the staff, compliance with treatment and in order to reduce staff's concern for their care.