Patient Satisfaction with the Work of Nurses in Primary Health Care

Abstract

Introduction. Patient satisfaction with provided health care is an important indicator of health care quality. Research on patient satisfaction has been very frequent in recent years. Aim. A prospective, cross-sectional study was conducted at the Health Centre of the Ministry of the Interior of the Republic of Croatia between April and June 2019. The aim of this study was to examine the satisfaction of patients with the work of nurses in primary health care. Methods. A standardized Nursing Practitioner Satisfaction Survey questionnaire, for which we received the author’s approval, was used. The study involved 200 patients from the Health Centre of the Ministry of the Interior of the Republic of Croatia. Patients who came to the Health Centre’s outpatient clinics requiring only the services of nurses were included in the study. Out of 200 patients surveyed, 185 questionnaires were filled out correctly, while 15 were filled out incorrectly. Results. Patients from the Health Centre of the Ministry of the Interior of the Republic of Croatia are satisfied with the work of nurses in primary health care. There is no statistically significant difference in the satisfaction with the work of nurses in primary health care according to gender, education, marital or working status. There is a statistically significant difference in patient satisfaction with the work of nurses according to the respondents’ age, where respondents in the age group between 26 and 40 years are less satisfied (Kruskal-Wallis test, Me=3.8). There is a statistically significant difference in the satisfaction of patients with the work of nurses in primary health care according to the respondents’ annual income, where satisfaction is more pronounced among respondents with an annual income between 26.000 to 35.000 HRK and in the range between 36.000 to 45.000 HRK (Kruskal-Wallis test, p<0.01). Conclusion. The patients who took part in the study are satisfied with the work of nurses in primary health care. There are significant differences in terms of age and annual income.

Patient satisfaction with primary health care services and primary health care providers

“…Additionally, in the current study, more than 50% of patients were dissatisfied with the nursing staff, contrary to the study conducted by Franjo et al. (2020), which showed that patients are satisfied with nurse work. More than 60% of the participants responded that they were satisfied with the management of the PHC center and receptionists.…”

“…In contrast, another study conducted in Brazil found that 90% would recommend PHC centers to their relatives due to the doctors' gentle treatment (Cantalino et al, 2021). Additionally, in the current study, more than 50% of patients were dissatisfied with the nursing staff, contrary to the study conducted by Franjo et al (2020), which showed that patients are satisfied with nurse work. More than 60% of the participants responded that they were satisfied with the management of the PHC center and receptionists.…”

“…In contrast to many studies carried out worldwide, a study conducted in Germany by Ikar et al (2022) showed that unemployed individuals were less satisfied with doctors in PHC centers. Also, another study conducted by Franjo et al (2020) in Croatia revealed that patients between 26 and 40 years old were less satisfied with providers in PHC centers. Furthermore, Tabekh (2018) found significant differences in satisfaction levels with providers in PHC centers in Saudi Arabia according to age and education level, where younger and highly educated patients were more dissatisfied.…”