Patient satisfaction integration process

Abstract

The critical differences found in this study provide a very important implication for health care managers developing an intervention program to improve patient satisfaction. A one-size-fits-all strategy would not work for all patients. Caucasian and African American patients are different, and each requires a different intervention program to improve their overall evaluation of their hospital stay.

Racial differences in parental satisfaction with neonatal intensive care unit nursing care

“…Using the Consumer Assessment of Healthcare Providers and Systems (CAHPS) patient satisfaction questionnaire in a random sample of hospitalized patients at 32 not-for-profit hospitals, researchers found that both black and white parents identified nursing care as the most important factor influencing satisfaction; however, white patients placed more emphasis on the environment and black patients on general staff care. 3 In a study of nursing care of cancer patients, black patients placed higher value on individualized and patient-centered care than white patients. 33 Although not specifically focused on nursing, racial differences in satisfaction with pediatric care were demonstrated in the National Survey of Children with Special Health Care Needs: black and Hispanic parents were more than twice as likely as white parents to state that the provider “sometimes” or “never” spends enough time with the child and almost twice as likely to state that the provider is “sometimes” or “never” sensitive to family values and customs.…”

“…2, 3 Behaviors identified as positively impacting satisfaction with nursing care cluster into three areas: communicating information in a respectful manner, leading to the development of rapport with the parents; 2, 4, 5, 6, 7, 8, 9, 10, 11, 12 continuity and consistency of nursing care; 2, 4 and providing emotional support and respecting the participation of parents in the care of their infant. 5, 7, 8, 11, 13, 14, 15, 16 Behaviors negatively impacting satisfaction include controlling behaviors such as coldness, lecturing, or ordering; 17 a lack of empathy; 10 multiple caregivers and inconsistency in care; 4, 10 inadequate nurse-patient ratios; 4 and power struggles between nurses and parents with poor communication.…”

“…19, 20 Black patients are less likely to report satisfaction with health care, 21, 22 possibly stemming from differences in provider communication styles, clinician’s attitudes, medical mistrust, and perceived racism. 3, 22, 23, 24, 25 Provider uncertainty, biases, and stereotyping may also contribute to unequal treatment. 20 …”

Determinants of patient satisfaction: a systematic review

“…This refers to the amount of caring for patients 7,129 through noticing, participating, sharing, active listening, companioning, complimenting, comforting, hoping, forgiving, and accepting. 129 we found 62 studies 1,3,4,[10][11][12][13]15,20,[23][24][25][26][27]38,[40][41][42]45,48,50,51,53,56,57,58,62,66,70,71,75,80,81,[83][84][85][87][88][89][90][91]94,[96][97][98][99]103,104,…”

“…129 we found 62 studies 1,3,4,[10][11][12][13]15,20,[23][24][25][26][27]38,[40][41][42]45,48,50,51,53,56,57,58,62,66,70,71,75,80,81,[83][84][85][87][88][89][90][91]94,[96][97][98][99]103,104,106,108,110,115,…”