Evaluation of Service Quality in Nursing and Patient Satisfaction: Perception of Patients and Student Nurses

Abstract

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.

Assessment of Nurses’ Caring Behaviors from the Perspective of Covid-19 Patients

“…In this regard, the results of the study by Joolaei et al 27 in 2017 entitled the evaluation of patient satisfaction with nursing care behaviors in Iran University of Medical Sciences Hospitals and the study by Nakhai et al 28 in 2021 entitled patient satisfaction with nursing care in hospitals Birjand University of Medical Sciences also shows that patients’ satisfaction with nurses’ caring behavior is average, and the results of these studies are in line with the results of the present study. The results of the study by Jagoda et al 29 in 2019, titled the evaluation of nursing services and patient satisfaction in Sri Lanka, indicate a higher than average level of patient satisfaction with nurses’ caring behaviors, and the results of this study are also consistent with the results of the present study. Also, the results of the study by Akbulot et al 30 in 2017, entitled ‘Determining the level of satisfaction of patients with the care behaviors of nurses provided in an oncology clinic in eastern Turkey, show that the satisfaction with the care behaviors of nurses is in the average level, and the results of this study are also with The results of the present study are consistent.…”

Satisfaction with nursing care and its related factors in patients with COVID-19

“…Sensitivity of PIS is 80%[ 21 ] and Jagoda et al used Cronbach's alpha to confirm the reliability of the instrument (α =0.88). [ 22 ] The validity of this instrument was determined by the content validity. For this purpose, the text of the questionnaire in Persian and English was provided to 10 faculty members of the School of Nursing and Midwifery of Urmia University of Medical Sciences.…”

Effect of Caring Behaviour: A Study Protocol of Caring-based Education Program

“…While impacting the quality of patient care, researchers worldwide found that the relationship between patients' satisfaction and the quality of patient care is critical in evaluating the quality of nursing care (Jagoda et al, 2019). Sometimes, evaluating, assessing, and understanding the effect on the patient's satisfaction is difficult after the nurses have been performing caring behaviour (Stănesu-Yadav & Lillekroken, 2023).…”