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Patients' experiences of care quality and satisfaction satisfaction during hospital stay: a qualitative study
Karlstads universitet, Fakulteten för samhälls- och livsvetenskaper, Avdelningen för omvårdnad.ORCID-id: 0000-0002-8296-7682
Karlstads universitet, Fakulteten för samhälls- och livsvetenskaper, Avdelningen för omvårdnad. Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för hälsovetenskaper.ORCID-id: 0000-0001-7082-6834
Karlstads universitet, Fakulteten för samhälls- och livsvetenskaper, Avdelningen för omvårdnad. Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för hälsovetenskaper.
Karlstads universitet, Fakulteten för samhälls- och livsvetenskaper, Avdelningen för omvårdnad. Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för hälsovetenskaper.ORCID-id: 0000-0003-3385-3731
2013 (engelsk)Inngår i: European Journal for Person Centered Healthcare, ISSN 2052-5656, Vol. 1, nr 1, s. 185-192Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Rationale, aim and objectives: Patients experiencing high care quality and satisfied patients are more likely to follow treatments. Patient satisfaction is an important contributor to physical and mental health-related quality of life. Research emphasises the need to further study satisfaction from the patients’ perspective. The aim was to describe patients’ experiences of care quality and the relation to their satisfaction during hospital stay. 

Methods: A qualitative descriptive design was used. Interviews were conducted with 22 patients discharged from hospital. Data was analysed by conventional content analysis.

Results: Four categories and seven subcategories describing patients’ experiences of care quality and the relation to their satisfaction emerged. Desire to regain health comprised waiting for treatment, being cured, having hopes of being cured and described the treatment and health outcome of hospitalisation. Need to be met in a professional way as a unique person comprised receiving personalized knowledge, receiving healthcare by competent healthcare personnel and described the way patients need to be met by healthcare personnel. Need to be involved comprised taking responsibility for own health, leaving responsibility for own health and concerned the patients’ way of handling hospitalisation. Need to have balance between privacy and companionship concerned the relationship to fellow patients.

Conclusions: Health condition is of great importance to patients’ experiences of quality of care and their satisfaction in relation to hospital stay. The healthcare personnel need to be aware that seriously ill patients may never be completely satisfied. Furthermore, healthcare personnel must do their utmost to provide the patients with person-centered care.  Hospital managers must consider the design of wards with respect to such matters as multiple-bed versus single-bed rooms and heads of nursing must carefully plan each patient’s accommodation.

sted, utgiver, år, opplag, sider
2013. Vol. 1, nr 1, s. 185-192
HSV kategori
Forskningsprogram
Omvårdnad
Identifikatorer
URN: urn:nbn:se:kau:diva-9307DOI: 10.5750/ejpch.v1i1.650OAI: oai:DiVA.org:kau-9307DiVA, id: diva2:482882
Tilgjengelig fra: 2012-01-24 Laget: 2012-01-24 Sist oppdatert: 2019-07-12bibliografisk kontrollert
Inngår i avhandling
1. Patients’ perceptions of actual care conditions and patient satisfaction with care quality in hospital
Åpne denne publikasjonen i ny fane eller vindu >>Patients’ perceptions of actual care conditions and patient satisfaction with care quality in hospital
2012 (engelsk)Doktoravhandling, med artikler (Annet vitenskapelig)
Abstract [en]

There are theoretical and methodological difficulties in measuring the concepts of quality of care and patient satisfaction, and the conditions associated with these concepts. A theoretical framework of patient satisfaction and a theoretical model of quality of care have been used as the theoretical basis in this thesis.

Aim. The overall aim was to describe and explore relationships between person-related conditions, external objective care conditions, patients’ perceptions of quality of care, and patient satisfaction with care in hospital.

Methods. Quantitative and qualitative methods were used. In the quantitative study (I-III), 528 patients (83.7%) from eight medical, three surgical and one mixed medical/surgical ward in five hospitals in Norway agreed to participate (10% of total discharges). Data collection was conducted using a questionnaire comprising four instruments: Quality from Patients’ Perspective (QPP); Sense of Coherence scale (SOC); Big Five personality traits – the Single-Item Measures of Personality (SIMP); and Emotional Stress Reaction Questionnaire (ESRQ). In addition, questions regarding socio-demographic data and health conditions were asked, and data from ward statistics were included. Multivariate statistical analysis was carried out (I-III). In the qualitative study 22 informants were interviewed (IV). The interviews were analysed by conventional content analysis.

Main findings. Patients’ perceptions of quality of care and patient satisfaction ranged from lower to higher depending on whether all patients or groups of patients were studied. The combination of person-related and external objective care conditions explained 55% of patients’ perceptions of quality of care (I). 54.7% of the variance in patient satisfaction was explained, and the person-related conditions had the strongest impact, explaining 51.7% (II). Three clusters of patients were identified regarding their scores on patient satisfaction and patients’ perceptions of quality of care (III). One group consisted of patients who were most satisfied and had the best perceptions of quality of care, a second group of patients who were less satisfied and had better perceptions, and a third group of patients who were less satisfied and had the worst perceptions. The qualitative study revealed four categories of importance for patients’ satisfaction: desire to regain health, need to be met in a professional way as a unique person, perspective on life, and need to have balance between privacy and companionship (IV).

Conclusions. Patients’ perceptions of quality of care and patient satisfaction are two different concepts. The person-related conditions seem to be the strongest predictors of patients’ perceptions of quality of care and patient satisfaction. Registered nurses need to be aware of this when planning and conducting nursing care. There is a need of guidelines for handling over‑occupancy, and of procedures for emergency admissions on the wards. The number of registered nurses on the wards needs to be considered. Healthcare personnel must do their utmost to provide the patients with person‑centred care.

sted, utgiver, år, opplag, sider
Karlstad: Karlstads universitet, 2012. s. 94
Serie
Karlstad University Studies, ISSN 1403-8099 ; 2012:2
Emneord
emotion, external care conditions, inpatient, patient perspective, patient satisfaction, person-related conditions, quality of care
HSV kategori
Forskningsprogram
Omvårdnad
Identifikatorer
urn:nbn:se:kau:diva-9023 (URN)978-91-7063-406-2 (ISBN)
Disputas
2012-02-24, Lagerlöfsalen 1A 305, Karlstads universitet, Karlstad, 11:00 (svensk)
Opponent
Veileder
Tilgjengelig fra: 2012-01-26 Laget: 2012-01-02 Sist oppdatert: 2019-07-12bibliografisk kontrollert

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