|dc.contributor.author||Brown, Mary Jo||
|dc.description||iv, 113 leaves. Advisor: Marion Hemstrom.||en
|dc.description.abstract||Problem: Patient satisfaction is an area of renewed interest
related to quality of care and total quality management (TQM).
Some patient satisfaction surveys provide narrative comments as
well as empirical data about quality of care. Though numerous
studies report empirical data, only one study was found which
examined narrative comments related to nursing care.
Sample: This study retrospectively analyzed narrative comments
from surveys at a large midwestern urban medical center. Patient
surveys mailed to nearly all inpatients discharged yielded a 41%
response rate. More than 50% of the returned surveys contained
narrative comments, from which 600 were randomly selected.
Methodology : Content analysis was performed. Comments were
categorized according to the survey sections used for empirical
analysis. Content analysis was repeated according to nine
attributes of quality nursing care identified in the literature.
Findings: More than 50% of the comments overall were related to
nursing. Just over 50% of the nursing comments were positive.
The attributes of nurse-patient interaction and personal qualities
of the nurse received the greatest number of comments.
Conclusions: Perceptions and expectations of patients related to
quality of nursing care were identified. The nurse and nursing
care were identified as key factors in patient satisfaction.
Analysis according to the attribute framework provided useful
information for improving the quality of care.
Implications for Nursinq: Nurse administrators are challenged to
integrate these qualitative findings into their decision-making
database. Policies, procedures, standards, staff development
programs and patient satisfaction activities should be amended
based on consumer feedback. Nurses must capitalize on each nurse-patient
interaction to improve the quality care.||en
|dc.relation.ispartofseries||Drake University Theses, College of Pharmacy and Health Sciences;1993||
|dc.subject||Total quality management||en
|dc.title||Patient Satisfaction and Total Quality Management: An Analysis of Customer Feedback||en