BACKGROUND: Patient satisfaction is influenced by the setting in which patients are treated and the employees providing care. However, to date, limited research has explained how health care organizations or nurses influence patient satisfaction. OBJECTIVES: The purpose of this study was to test the model that service climate would increase the effort and performance of nursing groups and, in turn, increase patient satisfaction. METHOD: This study incorporated data from 156 nurses, 28 supervisors, and 171 patients. A cross-sectional design was utilized to examine the relationship between service climate, nurse effort, nurse performance and patient satisfaction. Structural equation modeling was conducted to test the proposed relationships. RESULTS: Service climate was associated with the effort that nurses directed towards technical care and extra-role behaviors. In turn, the effort that nurses exerted predicted their performance, as rated by their supervisors. Finally, task performance was a significant predictor of patient satisfaction. CONCLUSIONS: This study suggests that both hospital management and nurses play a role in promoting patient satisfaction. By focusing on creating a climate for service, health care managers can improve nursing performance and patient satisfaction with care.
BACKGROUND:Patient satisfaction is influenced by the setting in which patients are treated and the employees providing care. However, to date, limited research has explained how health care organizations or nurses influence patient satisfaction. OBJECTIVES: The purpose of this study was to test the model that service climate would increase the effort and performance of nursing groups and, in turn, increase patient satisfaction. METHOD: This study incorporated data from 156 nurses, 28 supervisors, and 171 patients. A cross-sectional design was utilized to examine the relationship between service climate, nurse effort, nurse performance and patient satisfaction. Structural equation modeling was conducted to test the proposed relationships. RESULTS: Service climate was associated with the effort that nurses directed towards technical care and extra-role behaviors. In turn, the effort that nurses exerted predicted their performance, as rated by their supervisors. Finally, task performance was a significant predictor of patient satisfaction. CONCLUSIONS: This study suggests that both hospital management and nurses play a role in promoting patient satisfaction. By focusing on creating a climate for service, health care managers can improve nursing performance and patient satisfaction with care.
Authors: Huixuan Zhou; Xueyan Han; Juan Zhang; Jing Sun; Linlin Hu; Guangyu Hu; Shichao Wu; Pengyu Zhao; Feng Jiang; Yuanli Liu Journal: Int J Environ Res Public Health Date: 2018-07-19 Impact factor: 3.390
Authors: Ji Yun Kang; Minji K Lee; Erin M Fairchild; Suzanne L Caubet; Dawn E Peters; Gregory R Beliles; Linda K Matti Journal: Mayo Clin Proc Innov Qual Outcomes Date: 2019-10-22