Patient satisfaction with nursing care at Surgical Intensive Care Units

This diploma paper aims at defining and mapping out patient satisfaction in intensive care units for surgery patients and comparing results in dependence on length of hospitalization and facility. Diploma paper consists of theory and research. Theory is divided into 5 chapters. Empirical part of this diploma paper was carried out using the method of combined research. The first part is created by qualitative research using semi-structured interview, second part comprises quantitative research using non-standardized, structured questionnaire face to face survey. Processed results were arranged into Excel tables and graphs. All research was based on eight dimensions of patient-centered care delineated by the Picker Institute. Qualitative research sample consists of 11 respondents, quantitative research sample comprises 142 respondents. Data collection took place in surgical ward. This diploma paper defines four aims with two related research questions. The first aim is to determine the level of patient satisfaction with postoperative care. The second aim focuses on patient satisfaction with nursing care, the third aim is to define positive and negative factors influencing patient satisfaction in intensive care units and the last aim points at patient satisfaction with nursing care in intensive care units in relation to the type of facility and length of hospitalization. These two quantitative research questions were posed: 1. What are the possibilities to improve patient satisfaction in nursing care? The research survey showed that an area of concern is patient awareness. It is necessary to improve patient awareness after admission to an intensive care unit and during transfer to a standard ward. Pain and insufficient pain relief often occurred. Nurses should cooperate more with doctors in this respect and, above all, monitor patients more and offer alternative ways of pain relief. Other problems were mentioned in relation to bed adjustment possibilities. Despite the fact that nurses were trying to do their best, not all the circumstances could be influenced that way, for example mattress hardness. The last concern area, mentioned by patients, was perceived loneliness. Nurses should conduct considerate and sensitive conversation, create feeling of trust and support patients. The second question: What factors influence patient satisfaction? The results show that it is, above all, nursing staff attitude, followed by patient awareness, pain and sufficient pain relief, intensive unit environment and last but not least bed adaptation. Quantitative part set six presumptions using statistical methods independence test, chi-square test, Yates correction, t-test, and correlation-regression analysis. Questions from the first part of this paper were processed (in percentage) into clearly arranged graphs. Research survey shows that respondents were satisfied with nursing care and nursing staff. Patient awareness during admission to intensive care unit and staff anonymity proved to be the biggest areas of concern. Pain and insufficient pain relief turned out the clear reason for dissatisfaction as well as absence of information about performed surgeries. Conclusion of quantitative research survey showed that there is no statistically significant difference in patient satisfaction according to health-care facility or length of hospitalization