Müller-Staub Maria, Meer Ruth, Briner Gabi, Probst Marie-Therese, Needham Ian
Notfallzentrum Insel, Universitätsspital Bern, Schweiz.
Pflege. 2008 Jun;21(3):172-9. doi: 10.1024/1012-5302.21.3.172.
This article reports parts of a comprehensive study examining ambulatory patients' satisfaction with nursing care in a Swiss emergency department. Former studies have focused on patients discharged to hospital wards while nursing specific patient satisfaction results are missing. Patient satisfaction entails the following three dimensions: "Interaction/interpersonal dimension", "information/patient participation", and "nurses' knowledge". A descriptive cross-sectional study examined patient satisfaction using a revised version of the questionnaire "Patient satisfaction with nursing care" in a convenience sample of 114 patients. The instrument measures patient satisfaction by means of 37 items on a 5-point Likert-scale. As target values 85% of the maximum scores in each dimension were chosen as cut-off scores. Total scores and their means were computed for all dimensions of patient satisfaction and criterion validity was analyzed. Concurrently, the psychometric characteristics of the measurement instrument were tested. No patient achieved the maximum total score and the target values for "Interaction/interpersonal dimension", information/patient participation, and "nurses' knowledge" were not attained. The items "I had trust in the nurses" and "During conversation/while talking with nurses, no disturbing others were present" showed the highest scores in the "Interaction/interpersonal" dimension. The item "Nurses showed interest about what the illness means for my daily life" showed the lowest scores. In the dimensions "information/patient participation" and "nurses knowledge", patients missed nurses' caring for their psychological/emotional wellbeing, thirst, hunger and self-care deficits in bathing/hygiene. The overall results were not generally low, but demonstrate potential for quality enhancement. The measurement instrument showed good reliability (Cronbachs' alpha .83, .82, .70) and criterion validity was supported. Further results will be presented and discussed in part two of the study (Müller-Staub, Meer, Briner, Probst & Needham, 2008).
本文报告了一项全面研究的部分内容，该研究考察了瑞士急诊科门诊患者对护理服务的满意度。以往的研究主要关注出院到医院病房的患者，而缺乏特定的患者满意度结果。患者满意度包括以下三个维度：“互动/人际维度”、“信息/患者参与度”和“护士知识”。一项描述性横断面研究在114名患者的便利样本中，使用修订版的“患者对护理服务的满意度”问卷来考察患者满意度。该工具通过37个项目的5点李克特量表来测量患者满意度。每个维度中选取最高分数的85%作为截止分数作为目标值。计算了患者满意度所有维度的总分及其均值，并分析了效标效度。同时，对测量工具的心理测量学特征进行了测试。没有患者达到总分最大值，“互动/人际维度”、“信息/患者参与度”和“护士知识”的目标值也未实现。“我信任护士”和“在与护士交谈时，没有打扰到其他人”这两个项目在“互动/人际”维度中得分最高。“护士表现出对疾病对我日常生活意味着什么的兴趣”这一项目得分最低。在“信息/患者参与度”和“护士知识”维度中，患者认为护士缺乏对他们心理/情绪健康、口渴、饥饿以及洗澡/卫生方面自我护理缺陷的关注。总体结果并非普遍较低，但显示出质量提升的潜力。测量工具显示出良好的信度（克朗巴哈系数分别为0.83、0.82、0.70），并支持效标效度。进一步的结果将在研究的第二部分呈现和讨论（米勒 - 施陶布、米尔、布里纳、普罗布斯特和尼德姆，2008年）。
