Assessment of patient satisfaction about the care that nursing provides

Abstract

The World Health Organization recognizes that patients’ opinions are related to their participation in health care. The aim of this stdy was to analyze the main assessments of patient satisfaction regarding the care provided by nursing staff during their hospitalization. A systematic review of the scientific literature was carried out to develop a critical and reflective analysis of the content of original and review articles, based on the question: What are the main assessments of patient satisfaction regarding the care provided by Nursing staff during hospitalization? A  search was conducted in the main databases: PUBMED, CUIDEN, LILACS, SCIELO and Science  Direct. The keywords defined were according to the thesaurus of descriptors in Health Sciences (DeCS) and (MeSH), in Spanish, Portuguese and English: satisfaction; patient; Nursing; attention quality. Inclusion criteria: articles published between 2010 and 2018, with free access and full text. AND, OR and NOT were used to combine the search terms. The assessment of methodological quality was carried out through the Critical Appraise Skills Program. One thousand articles were identified that responded specifically to the search descriptors, filters and predetermined criteria were used resulting in 215 investigations, after the critical methodological analysis 22 were left; covering 4500 patients. The main instrument used was PSI (Patient Satisfaction Instrument) adding the Likert scale. The most mentioned dimensions are professional, educational and trustworthy technical domains. The positive results indicate the active presence of nursing as more satisfying, followed by technical skills and emotional, spiritual and safety support. The negative aspects were the poor information provided and fear of in the administration of anesthesia.  In conclusion, timely information, active presence, empathy, respect and reliability are considered highly satisfactory for the patient. The adaptation of the PSI to each institution that uses it is recommended, in addition to taking into account that satisfaction studies should be evaluated with open questions.