There is global recognition of the need to increase patients’ satisfaction with their services in health care organizations. The quality of medical care will always take precedence over the quality of food or other hospital amenities. If patients do not get decent medical care or have an adverse event occur to them, they will not be satisfied regardless of the conditions and amenities of the clinic. The transition to value-based care, the essence of which is that patients are the primary value, has already led to improvements in the quality of care. However, there are still multifaceted problems associated with the delivery of nursing services. Improved organizational flexibility, data efficiency, and streamlined communication with patients and the entire treatment team can directly lead to improved care quality.
Evidence-Based Literature Review and Synthesis
There is a close connection between patient approval of outpatient care and the organization of primary care, the qualifications of medical staff, and the content and accessibility of medical information. Improving the quality of care can be done in many ways, including by optimizing the workflow of the nursing team (Karaca & Durna, 2019). Current problems in the work of a nurse include the following: insufficient number of automated workstations, heavy workload of specialists when working in a medical information system (Umoke et al., 2020). Nurses do not always provide patients with all the necessary information about the course of treatment (Karaca & Durna, 2019). This also reduces patients’ confidence in the manipulation performed and their satisfaction with the treatment.
To guarantee patient safety and the precision of the measurements obtained, the equipment used must be tested. A third party may audit the organization providing these medical services to determine their quality. There are international rules for determining the reliability of such an audit, which can also be used in health care (Hut-Mossel et al., 2021). In addition, there are numerous quality projects in which the principles of continuous quality improvement have been successfully applied within the health care system (Otani et al., 2020). The content of the interpersonal interaction during treatment, for example, can be changed (Brinderjeet, 2020). This can be ensured by indicating the qualifications of the nursing staff to have the assurance that the nurses have the required communication skills.
A considerable role in implementing measures to improve the health of the nation belongs to nurses, whose education and experience make it possible to provide high-quality nursing services. This project is intended to increase patient satisfaction with the services offered by improving nurses’ professional competence with an emphasis on their communication skills. It is also necessary to reduce nurses’ workload and upgrade current equipment in health care organizations if required. If these goals are met, it is guaranteed that the problem of insufficient patient satisfaction with care will be solved.
One of the most illustrative examples of patient satisfaction research for the purpose of planning measures for the development of a medical organization is the five-year activity of the Cleveland Clinic. As a result of adequate management aimed at implementing a patient-centered approach, it currently occupies a leading position in the U.S. ratings of satisfaction of medical organizations (Creagh et al., 2017). When implementing such a strategy in healthcare organizations, classical principles of management are used. According to them, actions on the organization’s development imply assessing the initial situation, planning and carrying out measures for improvement, and measuring the result of the measures taken. It is possible to ensure minimal rejection by notifying patients in advance of planned changes and by using the PDSA model to highlight specific steps in the overall plan of action and go back if necessary. This approach can prevent a recurrence of the problem by identifying the factors that cause difficulties and ways to overcome them.
A patient satisfaction survey will be helpful not only for large medical institutions but also for small private clinics because such a survey will help management to provide their patients with quality service. Patients should be interviewed after the manipulations are completed and after the recovery period is over. Enhancing nurses’ communication abilities can be influenced by a series of workshops and implementing a leadership system. Upgrading equipment can be done by attracting investors and other sources of external funding. It is assumed to use horizontal communication flow, in which equal in status employees will have the opportunity to interact and share experiences. Using the Plan-Do-Study-Act method will help trace that the specific measures lead to the results indicated among the future goals while making it possible to measure these results quantitatively.
The patient-centered approach is the basis of modern healthcare in many countries. Its availability, assessed by patient satisfaction, serves as an indicator of the high quality of medical services. Therefore, the measurement of this indicator is necessary to evaluate the adequacy of measures used to develop a medical organization. To increase patients’ satisfaction with services, it is necessary to ensure that all the required resources for comfortable interaction between nurses and patients are in place. They include technical, organizational, social, and other resources, and the nurse herself must be professionally competent.
Brinderjeet, K. (2020). Interpersonal communications in nursing practice – key to quality health care. Archives of Nursing Practice and Care, 6(1), 19-22. Web.
Creagh, C., Flamm, S. D., Madonia, H., O’Keefe, P., Ricaurte, F., & Triner, J. (2017). Cleveland Clinic Imaging Institute’s “Commitment to Respect” and impact on quality of care and patient satisfaction. Journal of Patient Experience, 4(3), 88–94. Web.
Hut-Mossel, L., Ahaus, K., Welker, G., & Gans, R. (2021). Understanding how and why audits work in improving the quality of hospital care: A systematic realist review. PloS one, 16(3), 1-25. Web.
Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. Web.
Otani, K., Deng, Y., Herrmann, P. A., & Kurz, R. S. (2020). Patient satisfaction, quality attributes, and organizational characteristics: A hierarchical linear model approach. Journal of Patient Experience, 7(5), 801-806. Web.
Umoke, M., Umoke, P. C. I., Nwimo, I. O., Nwalieji, C. A., Onwe, R. N., Emmanuel Ifeanyi, N., & Samson Olaoluwa, A. (2020). Patients’ satisfaction with quality of care in general hospitals in Ebonyi State, Nigeria, using SERVQUAL theory. SAGE Open Medicine, 8, 1-9. Web.