Patient satisfaction as a quality indicator for nursing practices: integrative review

Authors

  • Roberto Ferreira dos Reis
  • Jane Baptista Quitete
  • Hilmara Ferreira da Silva
  • Marcela de Abreu Moniz
  • Juliet Ribeiro de Souza Lacerda
  • Luana Zaine Aleixo Silvério
  • Stefany Marins dos Santos
  • Kerolaine Acario Estanislau Junior

DOI:

https://doi.org/10.55905/rcssv13n2-001

Keywords:

patient satisfaction, total quality management, nursing in the office

Abstract

Objective: To analyze scientific production about patient satisfaction as a quality indicator for nursing practices and to characterize quality indicators for care. Methodology: Integrative review carried out on the NLH, Scopus, LILACS, Web of Science, CINAHL and SciElo databases using the descriptors "Patient Satisfaction", "Total Quality Management", "Nursing in the Office" and their versions in English and Spanish, in the time-scale from 2018 to 2022. Results: No articles showed that they focused or included the consultation or nursing practice in the parameters to be evaluated, although they included indicators about nursing procedures and/or care in multidisciplinary care contexts. The search in the databases resulted in 0 (zero) publications that unite patient satisfaction, total quality management and nursing in the office, demanding to start the filters in the double combinations. The reading of the articles selected after the inclusion of the inclusion and exclusion criteria showed that only 7.6% (1) of the publications involved an institution whose main activity was focused on nursing care, although not addressing the nursing consultation, at least in an explicit way. Discussion: The grouping of these indicators resulted in three analytical categories: Indicators related to the patient profile, indicators of the interpersonal patient/professional relationship and Indicators related to the structure of the health service. However, after analyzing these 11 articles, it became evident that, despite the influence of sociodemographic conditions on patient satisfaction, the indicators of the patient/professional interpersonal relationship, namely how professionals treat patients, add greater value in the final evaluation. Thus, the evaluation ends up not requiring from the patient knowledge that is a professional prerogative, but rather, their perception of how they are treated throughout the clinical processes. Conclusion: This review showed that the use of instruments that allow to identify, measure and understand how the patient evaluates care are of vital importance for the quality of health services and can be applied to nursing practices. By comparison, it was also possible to understand that patient and client are not different in terms of evaluating a service received, and there is no apparent reason not to use the possible benefits for this type of instrument.

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Published

2024-02-08

How to Cite

dos Reis, R. F., Quitete, J. B., da Silva, H. F., Moniz, M. de A., Lacerda, J. R. de S., Silvério, L. Z. A., dos Santos, S. M., & Estanislau Junior, K. A. (2024). Patient satisfaction as a quality indicator for nursing practices: integrative review. Revista Caribeña De Ciencias Sociales, 13(2), e3596. https://doi.org/10.55905/rcssv13n2-001

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