The Effect of Nursing Care on Overall Patient Satisfaction and Its Predictive Value on Return-to-provider Behavior

OBJECTIVES: To determine the extent of patient satisfaction with care provided at the hospital at all levels and to correlate patients' satisfaction with nursing care, in particular, with their overall satisfaction. Also, to assess the predictive value of patient satisfaction on subsequent return to the hospital. DESIGN: A survey study of a random sample of 420 inpatients to determine the extent of their satisfaction with the overall care provided at the hospital. SETTING: A 110-bed private hospital in Kuwait, January 1-March 31, 2004. RESULTS: The extent of overall patient satisfaction with the quality of care provided at the hospital was found to be quite high (Excellent, 74.7%; Very good, 23.7%). Individually, nursing care received the maximum patient satisfaction ratings (Excellent, 91.9%; Very good, 3.9%). A positive correlation (r = 0.31, P = .01) was noted between patients' perception of nursing care and their overall satisfaction with the health care provided at the hospital. Significant positive correlation (r = 0.36, P = .01) was also found between overall patient satisfaction and their reported intentions of returning and recommending the hospital to others. CONCLUSIONS: Patient satisfaction surveys can be of great value to health care providers not only in recognizing and improving the quality of care, but also as predictors of return-to-provider behavior of the patients. Overall patient satisfaction is linked with quality nursing care, which, in turn, depends on the quality of leadership practiced at the institution. Transformational leadership behavior promotes nurse satisfaction, which adds to their work effectiveness and motivates them to provide quality patient care.