Patient Satisfaction with Nursing Care Quality in a Malaysian Private Hospital's Medical-Surgical Ward

DOI:10.21742/IJANER.2021.6.1.02

AUTHORS

Arfa Kamaruddean,Undergraduate student, KPJ Healthcare University College, Nilai, Malaysia

Annamma Kunjukunju,Senior Lecturer, KPJ Healthcare University College, Malaysia

Aini Ahmad,Post graduate coordinator, KPJ Healthcare University College, Malaysia

Puziah Yusof,Lecturer KPJ Healthcare University College, Nilai, Malaysia

Roziana Abdul Rahman,Lecturer KPJ Healthcare University College, Nilai, Malaysia

Jeevasulochana Sinniah,Lecturer KPJ Healthcare University College, Nilai, Malaysia

ABSTRACT

Patient satisfaction acts as an indicator of the quality of care and is considered an outcome of healthcare services. This study aimed to assess patients' satisfaction with the quality of nursing care, factors affecting nursing care quality, and the association between selected demographic variables and patient satisfaction levels. This is a cross-sectional study conducted on 70 patients using convenience sampling at a private hospital in Kuala Lumpur. The instrument, Patient Satisfaction with Nursing Care Quality (PSNCQQ) (2005), was adopted and used to measure the patients' satisfaction with the quality of nursing care. Data were analyzed using SPSS 26.0. The findings revealed that most respondents (61.4%) had high satisfaction with the quality of nursing care. 'Nursing staff response to call', 'coordination of care, and 'privacy' had the highest satisfaction. 'Recognition of your opinions', 'coordination of care after discharge, and 'informing family or friends about your condition' had the lowest satisfaction. There was a significant relationship between patient satisfaction and gender (p<0.05). This study determined the level of patient satisfaction and its contributing factors, which can assist nurses in improving the quality of nursing care by identifying related strengths and weaknesses. According to this study, nurses need to recognize patients' opinions when managing their healthcare and participate in decision-making to improve patient satisfaction.