Nursing: A key to patient satisfaction

Health Affairs

Volumn 28, Issue 4, 2009, Pages

  Kutney Lee, Ann ^e   McHugh, Matthew D ^a   Sloane, Douglas M ^e   Cimiotti, Jeannie P ^e   Flynn, Linda ^b   Neff, Donna Felber ^c   Aiken, Linda H ^d  

^a UNIVERSITY OF PENNSYLVANIA   (United States)

^b UNIVERSITY OF MARYLAND SCHOOL OF NURSING   (United States)

^c UNIVERSITY OF FLORIDA   (United States)

^d Center for Health Outcomes and Policy Research   (United States)

^e NONE

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; CONTROLLED STUDY; HEALTH CARE QUALITY; HOSPITAL; HOSPITAL DISCHARGE; HUMAN; JOB PERFORMANCE; MAJOR CLINICAL STUDY; NURSING CARE; PATIENT SATISFACTION; WORK ENVIRONMENT;

ATTITUDE TO HEALTH; EMPLOYEE INCENTIVE PLANS; HEALTH CARE SURVEYS; HEALTH FACILITY ENVIRONMENT; HUMANS; NURSE-PATIENT RELATIONS; NURSING STAFF, HOSPITAL; PATIENT SATISFACTION; QUALITY OF HEALTH CARE; UNITED STATES; WORKLOAD;

EID: 67749091048     PISSN: 02782715     EISSN: 15445208     Source Type: Journal    
DOI: 10.1377/hlthaff.28.4.w669     Document Type: Article

References (32)

1. Institute of Medicine, Crossing the Quality Chasm: A New Health System for the Twenty-first Century (Washington: National Academies Press, 2001).
2. Centers for Medicare and Medicaid Services, "Medicare Program; Hospital Outpatient Prospective Payment System and CY 2007 Payment Rates; CY 2007 Update to the Ambulatory Surgical Center Covered Procedures List; Medicare Administrative Contractors; and Reporting Hospital Quality Data for FY 2008 Inpatient Prospective Payment System Annual Payment Update Program - HCAHPS Survey, SCIP, and Mortality," Federal Register 71, no. 226 (2006): 67960-68401.
3. National Quality Forum, "Healthcare Leaders Applaud New HCAHPS Survey; NQF Releases First Ever Nationally Standardized Patient Perception of Care Survey," Press Release (Washington: NQF, November 2005).
4. L.B. Bolton et al., "Nurse Staffing and Patient Perceptions of Nursing Care," Journal of Nursing Administration 33, no. 11 (2003): 607-614;
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6. M.D. Sovie and A.F. Jawad, "Hospital Restructuring and Its Impact on Outcomes: Nursing Staff Regulations Are Premature," Journal of Nursing Administration 31, no. 12 (2001): 588-600;
7. T. Tervo-Heikkinen et al., "Patient Satisfaction as a Positive Nursing Outcome," Journal of Nursing Care Quality 23, no. 1 (2008): 58-65;
8. J.A. Seago, A. Williamson, and C. Atwood, "Longitudinal Analyses of Nurse Staffing and Patient Outcomes: More about Failure to Rescue," Journal of Nursing Administration 36, no. 1 (2006): 13-21;
9. D.C. Vahey et al., "Nurse Burnout and Patient Satisfaction," Medical Care 42, no. 2 Supp. (2004): II57-II66;
10. and J.H. Larrabee et al., "Predictors of Patient Satisfaction with Inpatient Hospital Nursing Care," Research in Nursing and Health 27, no. 4 (2004): 254-268.
11. E.T. Lake, "Development of the Practice Environment Scale of the Nursing Work Index," Research in Nursing and Health 25, no. 3 (2002): 176-188.
12. L.H. Aiken et al., "Effects of Hospital Care Environment on Patient Mortality and Nurse Outcomes," Journal of Nursing Administration 38, no. 5 (2008): 223-229.
13. Ibid.;
14. L.H. Aiken et al., "Nurses' Reports on Hospital Care in Five Countries," Health Affairs 20, no. 3 (2001): 43-53;
15. and L.H. Aiken et al., "Educational Levels of Hospital Nurses and Surgical Patient Mortality," Journal of the American Medical Association 290, no. 12 (2003): 1617-1623.
16. E. Goldstein, "How Hospitals Rate Using HCAHPS, the First National, Standardized Survey of Patients' Perspectives of Hospital Care" (Paper presented at Academy Health Annual Research Meeting, June 2008, Washington, D.C.).
17. Although the initial response rate was lower than would be expected with smaller, more controlled surveys of nurses, this was most likely due to the sampling frame that included all registered nurses, including those not in the workforce.
18. D.A. Dillman, Mail and Telephone Surveys: The Total Design Method (New York: John Wiley and Sons Inc., 1978).
19. H.L. Smith, "A Double Sample to Minimize Skew Due to Non-Response in a Mail Survey," in Survey Methods: Applications to Longitudinal Investigations, Health, Electoral Investigations, and Investigations in the Developing Countries, ed. Y. Tille et al. (Paris: Dunod, 2008).
20. L.H. Aiken and P.A. Patrician, "Measuring Organizational Traits of Hospitals: The Revised Nursing Work Index," Nursing Research 49, no. 3 (2000): 146-153.
21. See the Hospital Compare home page, http://www.hospitalcompare.hhs.gov.
22. More information about survey design, implementation, and risk adjustment is available online at http://www.hcahpsonline.org.
23. A.K. Jha et al., "Patients' Perception of Hospital Care in the United States," New England Journal of Medicine 359, no. 18 (2008): 1921-1931.
24. Ibid.
25. Vahey et al., "Nurse Burnout."
26. Aiken et al., "Effects of Hospital Care Environment."
27. Jha et al., "Patients' Perceptions of Hospital Care."
28. See Exhibit 1 in the appendix, online at http://content.healthaffairs. org/cgi/content/full/hlthaff.28.4.w669/DC2.
29. Jha et al., "Patients' Perceptions of Hospital Care."
30. L.H. Aiken, "Economics of Nursing," Policy, Politics, and Nursing Practice 9, no. 2 (2008): 73-79;
31. and R.L. Kane et al., "The Association of Registered Nurse Staffing Levels and Patient Outcomes: Systematic Review and Meta Analysis," Medical Care 45, no. 12 (2007): 1195-1204.
32. IOM, Keeping Patients Safe: Transforming the Work Environment of Nurses (Washington: National Academies Press, 2003).