Using a Nursing Framework to Measure Client Satisfaction at a Nurse‐Managed Clinic

Abstract

There is considerable literature on nurse-managed clinics and client satisfaction with nurse practitioner care. However, the methodological weaknesses of satisfaction measures which are often used limits confidence in the study findings. Satisfaction measures typically lack reliability analysis and/or have limited validity testing. This descriptive, correlational study investigates the validity and reliability of a new measure, the Client Satisfaction Tool (CST) and determines the degree of satisfaction that clients at a newly established senior health clinic had with the primary care services they were receiving. The CST is based upon Cox's Interactional Model of Client Health Behavior and thus was explicitly developed to measure client satisfaction with a nurse practitioner model of care. A convenience sample of 38 clients completed the CST. Responses to the CST indicated that users of the senior health clinic were satisfied with the care they received. Reliability testing showed that the tool has high internal consistency (Chronbach's alpha was 0.956) and high stability (r = 0.974). Construct validity testing with measures of perceived health changes showed that the tool has both convergent (r = 0.599, P < 0.01) and divergent (r = 0.194, P > 0.10) validity. Thus, the CST is a methodologically sound measure of client satisfaction that can be used in future research that examines client satisfaction with nurse practitioner care.

Psychometric Evaluation of the Newcastle Satisfaction With Nursing Scales

“…The factors Emotional support and Relationship and information are common to the Cox Interaction Model of Client Health Behavior. 38 This model has been used with some frequency, 39 including to analyze the concept of patient satisfaction. 40 All factors identified in our study are also consistent with the findings of qualitative studies exploring adult patients' perspectives on quality nursing care in acute care hospitals.…”

Meeting Health Care Needs of a Vulnerable Population: Perceived Barriers

“…There is ample support for nurse managed clinics with numerous reports documenting cost effectiveness and client satisfaction with primary health care received from NPs, nurse midwives, and advanced practice nurses (Bear & Bowers, 1998;Brown & Grimes, 1995;Chang et al, 1999;Graveley & Littlefield, 1992;Ramsey, Edwards, Lenz, Odom, & Brown, 1993).…”

Client Satisfaction with Transportation and Handyman/Chore Services in a Pilot Shared Cost-Service Coordination Program

“…The importance of client satisfaction has been demonstrated, both as a quality assurance measure and as a marketing tool that can give providers a competitive edge when bidding for contracts for medical and nursing services (Bear & Bowers, 1998;Weisman & Nathanson, 1985). However, research on client satisfaction with CBS has been extremely limited.…”