NURSING AND PATIENT SATISFACTION: FIVE YEARS OF EXPERIENCE IN A PRIVATE HEALTHCARE GROUP (2018–2023)

Abstract

Objective: This study evaluated the impact of nursing care on patient satisfaction in inpatient, outpatient, and emergency departments of a private healthcare institution between 2018 and 2023. Materials and Methods: A retrospective, descriptive design was employed using satisfaction data from 23 hospitals. Standardised surveys were distributed via secure online links sent by telephone message following care episodes. Questionnaires assessed domains including nurse–patient interaction, clinical competence, privacy protection, discharge communication, and overall satisfaction. Positive response percentages and Net Promoter Scores (NPS) were calculated. Descriptive statistics were used to analyse six-year trends. Results: Inpatient satisfaction remained consistently high (>94%), with attentiveness, privacy, and discharge communication scoring highest. NPS temporarily declined during the pandemic (75.3 in 2020–2021) but recovered to 87.9 in 2023. Outpatient satisfaction rose from 87.5% in 2018 to 92.2% in 2023, with NPS increasing from 48.4 to 67.2. Emergency department satisfaction showed the largest gains, improving from 88.1% to 95.1%, with marked progress in waiting time communication, discharge clarity, and perceived nursing competence. Conclusion: This study showed consistently high patient satisfaction with nursing care from 2018 to 2023, with notable improvements.

Keywords

• Patient satisfaction
• Nursing care
• Net promoter score
• Inpatient
• Outpatient

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