Organizational Effects on Patient Satisfaction in Hospital Medical-Surgical Units

Objective: The purpose of this study was to examine the relationships between hospital context, nursing unit structure, and patient characteristics and patients' satisfaction with nursing care in hospitals. Background: Although patient satisfaction has been widely researched, our understanding...

Full description

Saved in:
Bibliographic Details
Published in:The Journal of nursing administration 2009-05, Vol.39 (5), p.220-227
Main Authors: Bacon, Cynthia Thornton, Mark, Barbara
Format: Article
Language:English
Subjects:
Customer satisfaction
Decision Making, Organizational
Factor Analysis, Statistical
Female
Health Facility Environment - organization & administration
Hospital Units - organization & administration
Humans
Inpatients - psychology
Interprofessional Relations
Male
Middle Aged
Nurse's Role
Nurses
Nursing
Nursing Administration Research
Nursing care
Nursing Evaluation Research
Nursing Methodology Research
Nursing Staff, Hospital - education
Nursing Staff, Hospital - organization & administration
Nursing Staff, Hospital - psychology
Outcome Assessment, Health Care
Patient Satisfaction
Perioperative Nursing - organization & administration
Personnel Staffing and Scheduling - organization & administration
Professional Autonomy
United States
Workload
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Objective: The purpose of this study was to examine the relationships between hospital context, nursing unit structure, and patient characteristics and patients' satisfaction with nursing care in hospitals. Background: Although patient satisfaction has been widely researched, our understanding of the relationship between hospital context and nursing unit structure and their impact on patient satisfaction is limited. Methods: The data source for this study was the Outcomes Research in Nursing Administration Project, a multisite organizational study conducted to investigate relationships among nurse staffing, organizational context and structure, and patient outcomes. The sample for this study was 2,720 patients and 3,718 RNs in 286 medical-surgical units in 146 hospitals. Results: Greater availability of nursing unit support services and higher levels of work engagement were associated with higher levels of patient satisfaction. Older age, better health status, and better symptom management were also associated with higher levels of patient satisfaction. Conclusions: Organizational factors in hospitals and nursing units, particularly support services on the nursing unit and mechanisms that foster nurses' work engagement and effective symptom management, are important influences on patient satisfaction.
ISSN:0002-0443
1539-0721
1539-0721
DOI:10.1097/nna.0b013e3181a23d3f