User satisfaction with the quality of nursing care in the observation unit of the emergency service in a medium-complexity hospital

Abstract

In the last decade, user satisfaction has become increasingly important as a measure of quality in many health services; there are implicit assumptions about the nature and meaning of expressions of satisfaction. Patients may have a complex set of important and relevant beliefs that are unlikely to be captured in terms of common expressions. Objective: to analyze user satisfaction with the quality of nursing care provided in the observation unit of the emergency service. Materials and methods: This research is developed under a quantitative paradigm, the scope is descriptive, cross-sectional. The theoretical framework of Virginia Henderson and Avedis Donabedian was used along with the collection of information based on the nursing outcomes classification (NOC). Results: In general, it was evident that users are satisfied with the quality of care received by the nursing staff, 83% of those surveyed showed an elevated level of satisfaction while the remaining 17% had a moderate degree of satisfaction. Conclusion: User satisfaction is an attribute of the quality of care, a satisfied patient is related to quality care, however, it must be considered that with respect to the care provided by nursing, multiple factors influence patient satisfaction. When accessing the emergency services such as the perception of waiting times, the willingness of nursing staff to respond to patient calls, and the nurse-patient interaction.