Improving satisfaction with intensive care nursing: Perspectives of nurses and patients

Abstract

Critical care; Nursing care; Patient satisfaction

Cures intensives; Cures d'infermera; Satisfacció del pacient

Cuidados críticos; Cuidados de enfermería; Satisfacción del paciente

Background Interest in measuring patient satisfaction as an indicator of the quality of nursing care has led to the development of various measurement instruments. However, to date there are no studies that propose multidimensional strategies to improve satisfaction with intensive care nursing from the perspective of both nurses and patients. Objectives The objective of this study was to describe strategies to improve satisfaction with nursing care identified by nurses and critically ill patients. Methods This was a qualitative descriptive study. This multicentre study was conducted in intensive care units in Spain. The population consisted of discharged patients and critical care nurses, and the sample was recruited using convenience sampling. Four online focus groups were held with patients and nurses until theoretical saturation of the data was reached. The focus groups were led by a moderator, recorded on video after obtaining informed consent, and then transcribed. Next, content was analysed, and the information was triangulated. Guba and Lincoln's criteria of trustworthiness and authenticity were followed. Results The strategies identified were (i) strategies for holistic care; (ii) strategies related to forms of communication; (iii) strategies related to professional behaviours; and (iv) strategies related to the infrastructure of the unit. The most frequently mentioned strategies were continuously monitoring pain, documenting pain, promoting patient autonomy, fostering patient privacy, showing empathy, listening attentively, using medication for rest, meeting recreational needs, using simple language, making eye contact, receiving communication training, practicing interdisciplinary communication, and using clinical judgement. Reporting complied with Consolidated Criteria for Reporting Qualitative Research. Conclusion Nurses and patients identified similar strategies to improve satisfaction with the nursing care received during intensive care unit admission. Implementing and evaluating the identified strategies will support the ongoing improvement of humanised care, driven by the commitment of healthcare professionals.

This work is part of the project: “National validation of the Scale of Nursing and Society Foundation Care Satisfaction from the Perspective of the Critically Ill Patient”, funded by the Fundación Enfermería y Sociedad (PR-282/2018) and the Carlos III Health Institute (Ministry of Science and Innovation), and cofinanced by the European National Development Fund whose motto is “A way to build Europe”, Health Research Funding (FIS) (PI18/00935). We thank Research centers in Catalonia (CERCA) Programme/Generalitat de Catalunya for institutional support.