Blank Fidela S J, Tobin Judith, Jaouen Marcia, Smithline Ellen, Tierney Heather, Visintainer Paul
Springfield, MA; Boston, MA; Holyoke, MA.
Springfield, MA; Boston, MA; Holyoke, MA.
J Emerg Nurs. 2014 Jul;40(4):317-22. doi: 10.1016/j.jen.2013.02.010. Epub 2013 May 16.
Patient satisfaction, an important measurable outcome, allows nurses to assess what can be improved in nursing practice. The purpose of this study is to compare expectations of patients and nurses using 3 nursing care attributes: 1) friendliness, courtesy, and respectfulness; 2) comfort measures; and 3) degree of information sharing.
This is an Institutional Review Board-exempt survey of paired patients' and nurses' perceptions of nursing care in a 50-bed emergency department of a level 1 trauma center. The survey consists of questions that addressed 3 performance attributes of nursing care. The respondent circled their responses in a Likert scale of 5 choices from 1: "way below expectation" to 5: "way above expectation." An open-ended comment section followed each question; the last survey item asked for recommendations on how to make nursing care extraordinary.
Nineteen males and 30 female patients, ages 18-89 participated. Of the nurse participants, 20% had <5 years ED experience, 22% had 5-10 years, and 52% had >10 years. The patients rated the care they received consistently higher than nurses. The difference in the average patient ratings vs. the average nurse's rating was significant. (P = < 0.002, paired T test and Sign test). Patient ratings were also consistently higher when patients either knew their nurse's name or were able to identify them by sight. The higher average rating was significant in all 3 attributes (P = 0.02, Wilcoxon Rank-sum test).
The unexpected highly positive patient rating did not identify specific areas for practice improvement; it did provide positive feedback for excellent care, reinforcing good nursing practice.
患者满意度是一项重要的可衡量结果，能让护士评估护理实践中可改进之处。本研究旨在比较患者和护士对三种护理属性的期望：1）友善、礼貌和尊重；2）舒适措施；3）信息共享程度。
这是一项经机构审查委员会豁免的调查，针对一家一级创伤中心50张床位的急诊科中患者和护士对护理的配对认知。该调查包含针对护理的三种绩效属性的问题。受访者在从1（“远低于期望”）到5（“远高于期望”）的5级李克特量表中圈选答案。每个问题后都有一个开放式评论部分；最后一项调查询问如何使护理变得卓越的建议。
18至89岁的19名男性和30名女性患者参与了调查。在护士参与者中，20%有不到5年的急诊科工作经验，22%有5至10年，52%有超过10年。患者对所接受护理的评分始终高于护士。患者平均评分与护士平均评分的差异具有统计学意义（P = < 0.002，配对T检验和符号检验）。当患者知道护士姓名或能认出护士时，患者评分也始终更高。在所有三种属性中，较高的平均评分均具有统计学意义（P = 0.02，Wilcoxon秩和检验）。
患者意外的高度积极评分并未指出具体的实践改进领域；它确实为优质护理提供了积极反馈，强化了良好的护理实践。
