Study On The "Satisfaction Mirror" Between Nursing Staff And Hospital Patients

ObjectiveThis study aimed to verify the satisfaction mirror between nursing staff and hospitalpatients, then understand the nurse job satisfaction and hospital patient satisfaction presentsituation. The results of the investigation would provide a theoretical basis for nursingadministrators to take effective measures to improve the nurse job satisfaction,and a high levelof nursing service quality will be beneficial to create patients customer satisfaction, achieve bothinternal and external customer satisfaction win-win realm finally.Methods and SubjectsThrough to references the service profit chain theory,construct the satisfactionmirror between nursing staff and hospital patients.The subjects of the study are nurses andhospital patients who came from three the third-first class hospitals in Shanxi province，relatedto medical ward、surgical ward、maternity ward and maternity ward. The nurse generallyquestionnaire, patients generally questionnaire, the nurse job satisfaction rating scale andhospital patient care satisfaction questionnaire were used to survey. Then the data was analyzedby SPSS13.0. The statistical analysis methods used included descriptive statistics, independentsamples t-test, one-way ANOVA, Pearson inter-correlation and multiple linear regressionanalysis.Results1. The score of nurse job satisfaction is（3.08±0.32）;The score of every factor from high to lowis relationship with colleagues, work recognition by others, administration, balance betweenfamily and work, work loads, professional opportunities, job, salary and welfare. Scores ofevery factor analysis of variance showed significant difference (P<0.001). Further comparisonwith each two factor showed significant difference (P<0.05). Professional titles and laborproperties are the major individual factors which affect nurse job satisfaction.2. In administration dimension: the scores of different age, different work ward of nurses showedstatistically significant difference (P<0.05, P<0.01).3. In relationship with colleagues dimension: the scores of different age, different workseniority,different work ward of nurses showed statistically significant difference(P<0.05,P<0.01).4. In work dimension: the scores of different age, different work seniority, different professionaltitles of nurses showed statistically significant difference (P<0.05). 5. In salary and welfare dimension: the scores of different work ward, different marital, differentprofessional titles of nurses showed statistically significant difference (P<0.05, P<0.01).6. In professional opportunities dimension: the scores of different work ward of nurses showedstatistically significant difference (P<0.01).7. In work recognition by others dimension: the scores of different work ward of nurses showedstatistically significant difference (P<0.01).8. In balance between family and work dimension: the scores of different work ward, differentlabor properties of nurses showed statistically significant difference (P<0.01).9. The score of patients satisfaction was（3.98±0.58）, The score of every factor from high to lowis service ability, health education, care and communication,service attitude andinitiative,ward management. Scores of every factor analysis of variance showed significantdifference (P<0.001). Further comparison with each two factor showed significant difference(P<0.05). Gender and provider payments are the major individual factors which affect hospitalpatient satisfaction.10. In service attitude and initiative dimension: the scores of different career,different hospitalward, different cultural degree,different provider payments of hospital patients showedstatistically significant difference (P<0.05，P<0.01).11. In service ability dimension: the scores of different hospital ward, different providerpayments of hospital patients showed statistically significant difference (P<0.01).12. In care and communication dimension: the scores of different career, different hospital ward,different provider payments of hospital patients showed statistically significant difference(P<0.05, P<0.01).13. In ward management dimension: the scores of different gender, different hospital ward,different provider payments of hospital patients showed statistically significant difference(P<0.05, P<0.01).14. In health education dimension: the scores of different career, different hospital ward, differentcultural degree,different provider payments of hospital patients showed statisticallysignificant difference (P<0.05, P<0.01).15. The related analysis results are shown: The comprehensive score of nurse job satisfaction hassignificant positive correlation with the comprehensive score of the score of patientssatisfaction（P<0.01）;In addition to the factor of colleagues relationship, Both factors aresignificant correlation (P<0.05, P<0.01).16. The multiple linear regressions results are shown: Management has significant predictivepower to both service attitude and initiative and service ability (P<0.01), salary and welfarehave the largest predictive power to care and communication（β was0.229）, professional opportunities has significant predictive power to both ward management and healtheducation(P<0.01, P<0.05), administration and work recognition by others have significantpredictive power to hospital patients satisfaction(P<0.05).Conclusion1. The overall level of nurse job satisfaction needs to be improved; professional titles and laborproperties are the major individual factors which affect nurse job satisfaction.2. Different age, work seniority, work ward, professional title, marital,labor properties of nurseswhose job satisfaction showed significant difference.3. The overall level of hospital patients satisfaction needs to be improved; gender and providerpayments are the major individual factors which affect hospital patient satisfaction.4. Different gender, career, hospital ward, cultural degree, provider payments of hospital patientswhose satisfaction showed significant difference.5. The nurse job satisfaction has significant positive correlation with the hospital patientssatisfaction, satisfaction mirror exists in the nursing staff and hospital patients. To improve toenhance a high level of nursing service quality will be beneficial to create patients customersatisfaction, achieve both internal and external customer satisfaction finally.6. Administration, salary and welfare, professional opportunities, work recognition by otherswhich belonged to the nurse job satisfaction has significant predictive power to hospitalpatients satisfaction.