Page 422 - Encyclopedia of Nursing Research

PATIeNT SATISFACTION n 389

and levine (1957) interviewed patients to namely, technical/professional, educational
identify satisfying and unsatisfying events relationship, and trusting relationship. The
during hospitalization. An instrument was PSS served as a basis for the development P
developed on the basis of these patient- of other instruments (Hinshaw & Atwood,
identified events. Seven dimensions were 1982; la Monica, Oberst, Madea, & Wolf, 1986;
identified, indicating satisfaction with care, Munro, Jacobsen, & Brooten, 1994).
rest and relaxation, dietary needs, elimina- Patient satisfaction instruments were
tion, personal hygiene and supportive care, developed or refined to make the instru-
reaction to therapy, and contact with nurses. ment less cumbersome, to measure a spe-
Tagliacozzo (1965) found that patients were cific nursing behavior, to measure patient
sensitive to the personality and attitudes satisfaction in a specific setting or language,
inferred from nurse behavior. Ware, Davies- and to measure patient satisfaction to dif-
Avery, and Stewart (1978) reviewed 111 stud- ferent health care providers. larson and
ies over a 25-year period. They developed a Ferketich (1993) developed the CARe/SAT,
taxonomy of patient satisfaction that initially a 29-item instrument that measures patient
included the art of care, technical quality satisfaction with regard to nurses’ caring
of care, accessibility/convenience, finances, behavior. Marsh (2003) compared patient
physical environment, availability, efficacy, satisfaction with health care providers from
and continuity. After years of further study, different disciplines working in the same
these dimensions were refined to six dimen- clinical setting using the Patient Satisfaction
sions. These dimensions are nursing and with Health Care Provider Scale. eriksen
daily care, hospital environment and ancil- (2003) revised the Patient Satisfaction with
lary staff, medical care, information, admis- Nursing Care instrument into the Revised
sions, and discharge and billing (Ware & Patient Satisfaction with Nursing Care. The
Berwick, 1990). purpose of the revision was to develop a reli-
More patient satisfaction studies were able and valid measure that was simpler to
done with the advent of the quality and out- use. eriksen and Witter (2003) translated the
comes movement in the 1980s and the 1990s. Revised Patient Satisfaction with Nursing
However, few models of patient satisfaction Care instrument in Spanish in response to
were developed. linder-Pelz (1982) devel- answers written in Spanish in the english
oped a model of patient satisfaction which version of the instrument and the rising
postulated that patient’s expectations of care, number of Hispanics living in the United
health care values, sense of entitlement, and States. Measurement of patient satisfac-
interpersonal comparisons of care were ante- tion was generally limited to english liter-
cedents of positive evaluations of care. When ate participants. Appropriately, Centers for
tested, only 8% of the variance in patient Medicare and Medicaid Services proactively
satisfaction was explained. Greeneich (1993) developed the HCAHPS survey in english,
proposed a model describing characteristics Spanish, Chinese, Russian, and vietnamese
of the nurse, patient, and organization that (HCAHPS, 2010).
influence patient satisfaction. This model has Major challenges in the research of
not been tested. Comley and Beard (1998) pro- patient satisfaction with nursing care are
posed a theory of patient satisfaction derived related to its conceptualization and mea-
from job satisfaction models. This model has surement. Models of patient satisfaction that
not been tested in a prospective study. reflect the structure, process, and outcomes
Risser (1975) created the Risser Patient of nursing care need to be developed and
Satisfaction Scale (PSS), an instrument to empirically tested. Majority of patient satis-
measure patient satisfaction. The PSS con- faction instruments are not based on theo-
sisted of 25 questions and three subscales, retical models (laschinger & Almost, 2003).