Mastering the Art of Making Patients Satisfied: Introducing the Evaluation of Seven Nursing Care Dimensions Among Patients and Families Within the Directorate General of Khoula Hospital (Dgkh) - Cross Sectional Survey
Authors: Al Harthy Buthaina Mubarak , Al Jabri Aathar Salim , Al Manji Fatma Said , Al Shuaibi Maryam Rashid , Al Saidi Naeima Humaid , Al Muqami Shima Muhana 
Published: October 2024

Introduction and Background: The most important predictor of nursing care is patient’s perceptions and expectation toward that care. Nurses are involved in almost every aspect of patient’s care in hospital. For this, highlighting on the roles and responsibilities of bedside nurses on achievening the best level of PS is important. Problem Statement: A study to assess patient satisfaction level with quality of nursing care within DGKH. Methodology: Cross sectional descriptive study approach was used by means of distribution of barcode surveys in all in patients wards, ICU, NICU and ED. The questions of the surveys explain the following nursing dimensions: Admission Process, Patient’s Needs & Comfort, Pain Management, Communication Aspects, Nurse Attitudes, Nurses Skills and Competency and Patient and Family involvement. Conduction and Sampling: A pilot study (phase one) of patient satisfaction valuation was started for one month- September 2021. Total of 279 participants were involved. During the pilot, a new rating scale is also examined. Phase two started with the effect from 02nd of March 2022 to 30th of May 2022, in which a total of 462 forms were collected. After that, 329 forms were collected with the effect from 1st of June to 30th of October 2022. The implementation continued in which a total of 2376 surveys were collected from the period of 01st January 2023 till 31st December 2023. Results: Out of 2376 surveys being collected, the majority of patients and their relatives have a high satisfaction rate with the provided nursing care with 93%. The highest complements raised in taff attittudes. Among 11308 respondents, 86% stated that nurses were excellent and treated them with respect and kindness. Majority of responds, 83%, rated the patient’s accurate identification as excellent. Maintaining of hand washing and other infection control measures, taking of consent before any procedure and maintaining of patient’s privacy, are also rated as excellent by the majority with 82% for each. Nursing monitoring to safety measures and implementing of pain management strategies, were rated as excellent with 81.9%. There was also a total of 1678 complements & only 162 complains being raised. 256 statements raised about “the nurse treats me with respect and kindness” and 107 statements of “the nurse monitors my condition frequently”. On the other hand, majority of complains were about “The nurse not providing me with clean, warm & quite environment” with 51 complain and about “The nurse not ensuring proper and good food” with 34 complains. Conclusion and Implications: The new updated tool was able to assess and monitor different outcomes in nursing care. Through this, nurses can understand their strength and weakness and other alternatives that effectively can change the level of care. This includes also increasing of nurses’ knowledge of patient feelings and expectations. Planning and conducting of education programs that enhance this knowledge is one of the proposed interventions. In addition, the role of nursing administration should be also prioterized to bring about any changes in nursing practice, like staffing needs and motivation strategies.