Explaining Patient Satisfaction With Outpatient Care Using Data-Based Nurse Staffing Indicators

OBJECTIVE: This article examines the associations of nursing intensity, work environment intensity, and nursing resources with patient satisfaction with outpatient care in a university hospital in Finland. BACKGROUND: While readily available in hospital information systems, data-based nurse staffing indicators have not been maximized in ambulatory nursing management and leadership. METHODS: Data were analyzed using descriptive and multivariate statistical methods. RESULTS: Patient satisfaction scores reached target levels at all measurements in 42% of the outpatient departments. The risk of low satisfaction scores was higher when patients received no information about their visits or their illness. Patient dissatisfaction increased linearly with the number of repeat visits. CONCLUSIONS: The patients were predominantly satisfied with the outpatient care. Better access to information improved patient satisfaction. Attention should be directed to the content of information in patient repeat visits.