IN DEPTH ANALYSIS OF THE PATIENT SATISFACTION ON THE NURSING CARE OF RIZAL MEDICAL CENTER: A TOOL TOWARDS QUALITY IMPROVEMENT (2018)

Team Leader: Francesca Camille Mojica, RN, MAN
Alvin Rosales, RN; Alyssa Habaluyas, RN; Rosibel Villanueva, RN; Catherine Sanchez, RN; Christine Joy San Jose, RN; Eldrienne Villaran, RN; Jemmarie Nojalda, RN; Jomar Villanueva, RN; Kevin Gonzales, RN; Kris Bernardo-Mendoza, RN; Raquel Dugan, RN

Advisers: Louise Marie D. Flores, RN, MAN, DPA;
Carmela S. Obayan, RN; Marites J. Ramos, RN, MAN, DNM

 

Rizal Medical Center

 

Background of the Study

Patient satisfaction surveys have gained increasing attention as an essential tool and sources of information for identifying gaps and developing an effective action plan to improve the quality of care given by healthcare organizations. These health care organizations take patient’s perception into account when designing the strategies for quality improvement (Al-Abri and Al-Balush, 2014i). The use of patient satisfaction as a tool includes complexity because a multitude of variables have been identified as its predictors. It also reflects the concept that patient satisfaction is closely linked with the organizational performance, which in turn also mirrors the organizational culture.
 

Objective

To determine the patient’s satisfaction in terms of the nursing care Rizal Medical Center provides to their patients.

 

Methods

This study aimed to determine the patient satisfaction in terms of five parameters that attributes to the nursing care provided to the patients. These parameters include (1) Medication Administration (2) Implementation of Safety Precaution (3) Promotion of Patient’s Recovery, (4) Prevention of Complications; and (5) Use of Interpersonal Skills. Seventy nine respondents were the sample of this study determined using convenient sampling method. Frequency and percentage formula were used to determine if the parameters were done by the nurses and the patient and/or significant others were satisfied. The data gathering took place at Rizal Medical Center in the last week of June 2018. The data that were gathered were subjected to statistical analysis using SPSS.

 

Results

The results of the study revealed that patient and significant others were satisfied in the care provided by the nurses in terms of the five parameters. Among those parameters Medication Administration got the highest percentage which account to 93% (Very Satisfactory). This implies that the institution has been effective in their protocol in Medication Administration. However, it was noted that in the questionnaire, significant number said that nurses need to communicate the possible adverse effects of the medications being administered. Also, it was revealed that the use of interpersonal skills got the lowest percentage which accounts to 76.6% (Slightly Satisfied). Emphasis to this result which got the lowest percentage is the statement where nurses greet, introduces self and explaining the procedure that will be done to the patients. Communication is essential for initiating, developing and maintaining relationships (Sale and Neale, 2014). Therefore, the nurse’s introduction to the patient forms the basis of the subsequent therapeutic relationship. It is recommended to subject all nurses and nursing personnel to customer care workshops to develop and hasten interpersonal skills in dealing with the patients. It is also recommended to provide trainings and seminars that will develop nurses teaching and communication skills in providing health education to patient and significant others.