User satisfaction with the care of nurses

Cross-sectional study with a quantitative approach, performed in the medical clinic of the University Hospital of UFMA/HU/UFMA, with 150 users in the period from October 2013 to August 2014, through an identification form the and Patient Satisfaction Instrument. In the data analysis, Student t test, Kruskal Wallis and Spearman Linear Correlation were used.

Results

Users have reported high levels of satisfaction with all items and domains, with the highest average satisfaction related to technical and professional domain, followed by the domain trust, resulting in satisfactory internal consistency in all areas. Gender and level of education had a positive influence on patient satisfaction.

Conclusion

The study showed that the satisfaction of users admitted to the medical clinic is correlated with technical skills, scientific knowledge and the individualization of care provided by nurses.

Nursing; Patient satisfaction; Hospitalization

Variables	N	%
Sex
Female	70	47.00
Male	80	53.00
Age (years)
18 – 38	60	40.00
39 – 59	59	39.00
60 – 81	31	21.00
Marital Status
Single	52	32.00
Married	60	40.00
Common-law marriage.	26	17.00
Divorced	7	5.00
Widow	5	3.00
Education
Illiterate	5	3.00
Elementary School	21	14.00
Incomplete Elementary School	54	36.00
High school	36	24.00
Incomplete High School	15	10.00
College Degree	7	5.00
Incomplete College	12	8.00
Length of hospital stay (days)
<5 days	24	16.00
≥5 days	126	84.00
Total	80	100.00

Q.	Dom.	Patient Satisfaction Instrument	Average	PD
01	T	The nurse should be more attentive then he or she is *	3.19	1.12
03	T	The nurse is a nice person to have around	4.2	0.63
04	T	We feel comfortable asking the nurse questions	4.25	0.75
05	T	The nurse should be more friendly than he or she is *	2.81	1.17
06	T	The nurse is a person who understands how I feel	3.98	0.87
09	T	When I need to talk to someone, I can tell the nurse about my problems	3.62	0.96
10	T	The nurse is too busy in the clinic to waste time talking to me *	3.43	1.06
14	T	The nurse is understanding when listening to the patient’s problems	4.16	0.76
19	T	The nurse isn’t patient enough *	4.14	0.89
22	T	I’m tired of the nurse talking to me like I am unworthy*	4.20	0.73
23	T	I feel better already just from talking to the nurse	4.13	0.72
02	E	The nurse often thinks the patient can’t understand the medical explanation of his illness, so he or she simply doesn’t bother to explain *	3.82	1.07
07	E	The nurse explains things in simple language	4.24	0.83
08	E	The nurse asks many questions, but when he or she receives the response, there is no action taken *	4.02	0.98
11	E	I wish the nurse would give me more information on the results of my tests *	2.37	1.11
17	E	It is always easy to understand what the nurse is saying	4.24	0.81
21	E	The nurse provides guidance in the correct speed	4.13	0.96
24	E	The nurse always gives a complete and satisfactory explanation of why the tests were requested	3.82	1.10
12	P	The nurse is keen to show me how to follow medical guidelines	4.13	1.06
13	P	The nurse is always too disorganized to appear calm *	4.06	0.93
15	P	The nurse gives good advice	4.05	0.87
16	P	The nurse really knows what he or she’s talking about	4.22	0.77
18	P	The nurse is too slow when doing things for me *	4.05	0.84
20	P	The nurse doesn’t do his or her job properly *	4.07	1.12
25	P	The nurse is skilled when assisting the physician in procedures	4.26	0.78

Variables	Mean±dp	Min – Max
Satisfaction	3.90±0.14	2.09 – 5
Technical and professional	4.12±0.56	2.71 – 5
Trust	3.83±0.54	2.09 – 5
Educational	3.80±0.61	2.14 – 5

Universidade Federal do Rio Grande do Sul. Escola de Enfermagem Rua São Manoel, 963 -Campus da Saúde , 90.620-110 - Porto Alegre - RS - Brasil, Fone: (55 51) 3308-5242 / Fax: (55 51) 3308-5436 - Porto Alegre - RS - Brazil
E-mail: revista@enf.ufrgs.br

Acompanhe os números deste periódico no seu leitor de RSS

[1] Corresponding author: Miriam Alves dos Santos. E-mail: miriamalves1990@gmail.com