Patient’s Knowledge and Satisfaction Regarding Nursing services and Physical Infrastructure of a Tertiary Care Hospital Situated in Rural area of Northern India (Haryana)
Keywords:knowledge, satisfaction, Nursing services, Physical Infrastructure, Quality care
Background: Nowadays health care quality is a universal concern. The health sector is changing rapidly
due to the escalating requirements and desires of patients. The most appropriate method to measure a client’s
experiences about available hospital services is a patient satisfaction survey. Present study aimed to assess
patient’s knowledge and satisfaction regarding nursing services and physical infrastructure. Methods: 330
patients were selected by purposive sampling technique attending various indoor departments of the selected
hospital. Self-structured checklist and three-point rating scale each containing a total 90 sets of items used
to assess knowledge and satisfaction. The reliability coefficient for the knowledge tool was 0.87 by KR 20
and satisfaction was found 0.85 by Cronbach’s Alpha. Result: Study results showed that more than half
(59.7 %) patients had very good level of knowledge regarding availability of services. 72.4% & 69.7% of
patients were satisfied with Nursing services and physical infrastructure facilities respectively. Item wise
distribution of level of satisfaction among patients regarding nursing services reveals that “nurses hear
you carefully(64.5%)”, “explain patient’s condition to the family (64.5%),” and “Adequate space in ward
(75.5%)” was found ranked 1st with the highest satisfaction, whereas “provide psychological counseling”,
“Toilet facility and cleanliness(32.1%)” was found ranked lowest. A significant low positive correlation found
between mean knowledge and satisfaction scores regarding nursing services and physical infrastructure as
evident by computed ‘r’ value (0.38)
Conclusion: Using these necessary responses from the patients, various shortcomings can be pointed out
and notify to hospital administration for improvement of the nursing care services & physical infrastructure.
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