Original Research Article
Year: 2018 | Month: May | Volume: 3 | Issue: 2 | Pages: 23-29
How the Patient Perceives about Nursing Care: Patient Satisfaction Study using SERVQUAL Model
Gita Dhakal Chalise1, Mamata Bharati1, Goma Devi Niraula2, Bibhav Adhikari3
1Associate Professor, Nepalese Army Institute of Health Sciences, College of Nursing, Kathmandu
2Professor and Nursing Director, National Academy of Medical Sciences, Bir Hospital
3Senior Assistant Professor, Little Angels College of Management
ABSTRACT
Background: Nurses are frontline care providers and remain with the patient round the clock. Nursing care is one of the major components of healthcare services. It is the duty of the nurses to provide quality care to satisfy patient’s needs. Thus this study aims to determine the patient satisfaction with nursing care.
Methods: Descriptive cross sectional study design was carried out in two larger tertiary hospitals of Kathmandu Valley. Purposively selected116 inpatients (58 from each hospital) were interviewed by using researcher modified version of service quality (SERVQUAL) measurement tool. Researcher used Statistical Packages for Social Sciences (SPSS) version 22 for windows for data analysis and used frequency, percentage, mean and standard deviation to describe the findings. Ethical approval was taken from Institutional Review Committee of Nepalese Army Institute of Health Sciences and respective hospitals.
Results: From the study findings, the satisfaction was rated highest in responsiveness (mean=2.84) and empathy (mean=2.78) dimension where the lowest rating was identified in tangibility (mean=2.56) and assurance (mean=2.64) dimension. In all dimensions, patients were least satisfied in cleanliness of room, nurses’ communication with them and providing nursing care i.e., breathing and coughing exercise and assisting in personal hygiene.In comparison to this, they were satisfied in adequate light and ventilation, timing of nurses’ work, responding patients cheerfully, communicating in understandable Nepali language and giving attention during delivery of nursing care.
Conclusion: However the overall mean score for patient satisfaction was found good in all dimensions, still there needs some work for improvement of tangible factors as well as improving nurses communication skill to improve the overall satisfaction level.
Key words: nursing care, patient satisfaction, SERVQUAL, tertiary hospital.