Turkiye Klinikleri Journal of Nursing Sciences

.: ORIGINAL RESEARCH
Cerrahi Hastaların Hemşirelik Bakım Kalitesi Algıları ve Bakımdan Memnuniyetleri
Surgical Patients' Perceptions of Nursing Care Quality and Their Satisfactions with Nursing Care
Aysel GÜRKANa, Yeşim DİKMEN AYDINa, Kadriye ALDEMİRb
aMarmara Üniversitesi Sağlık Bilimleri Fakültesi, Hemşirelik Bölümü, Cerrahi Hastalıkları Hemşireliği ABD, İstanbul, TÜRKİYE
bSivas Cumhuriyet Üniversitesi Suşehri Sağlık Yüksekokulu, Hemşirelik Bölümü, Sivas, TÜRKİYE
Turkiye Klinikleri J Nurs Sci. 2020;12(3):329-36
doi: 10.5336/nurses.2020-74985
Article Language: TR
Full Text
ÖZET
 Amaç: Çalışmanın amacı, cerrahi kliniklerde yatan hastaların hemşirelik bakım kalitesi algılarıyla bakımdan memnuniyetleri arasındaki ilişkiyi belirlemektir. Gereç ve Yöntemler: Tanımlayıcı ve ilişki arayıcı türündeki bu çalışma, Şubat-Mart 2018 tarihleri arasında üçüncü düzey bir kamu hastanesinin genel cerrahi kliniğinde yapıldı. Örneklemi, 303 erişkin hasta oluşturdu. Hastaların, hemşirelik bakım kalitesi algıları 'Bakım Davranışları Ölçeği (BDÖ)-24' ve bakımdan memnuniyetleri 'Newcastle Hemşirelik Bakımı Memnuniyet Ölçeği (NHBMÖ)' ile ölçüldü. Veriler tanımlayıcı istatistik yöntemler, Student t-testi, One-Way ANOVA ve Pearson korelasyon analiziyle test edildi. Bulgular: Hastaların BDÖ-24 puan ortalaması 5,0±0,2 ve NHBMÖ puan ortalaması 76,9±13,3 olarak bulundu. BDÖ-24'te en yüksek puan ortalaması 'bilgi ve mesleki beceri', en düşük 'bağlılık' alt boyutunda elde edildi. NHBMÖ'de en yüksek puan ortalamasının 'hemşirelerin hastaların mahremiyetlerine gösterdikleri saygı', en düşük 'hemşirelerin hastaları kendi evlerindeymiş gibi hissettirmeleri' maddesinde olduğu görüldü. NHBMÖ ile BDÖ-24 toplam puan ortalamaları arasında pozitif yönde güçlü bir ilişki saptandı (p<0,001). Sonuç: Mevcut çalışma bulguları hastaların hemşirelik bakım kalitesi algılarının olumlu, bakımdan duydukları memnuniyetin iyi düzeyde olduğunu, hemşirelik bakım kalitesinin bakımdan duyulan memnuniyetle doğrudan ilişkili olduğunu gösterdi. Ayrıca çalışma bulguları, hastaların en fazla hemşirelerin mesleki bilgi ve becerilerini, en az bağlılıklarını olumlu algıladıklarını gösterdi. Hemşireler en iyi bakım kalitesi için çaba göstermeye devam etmelidir.

Anahtar Kelimeler: Hemşirelik bakımı; hasta memnuniyeti; bakım kalitesi
ABSTRACT
 Objective: The study aims to determine the relationship between nursing care quality perceptions of inpatients in surgical clinics nd their satisfaction from the care. Material and Methods: The study was conducted in the general surgery clinic of a third level public hospital between February-March 2018 with descriptive-correlational research design. The sample consists of 303 adult patients. The nursing care quality perceptions of patients were measured with 'Caring Behaviors Inventory (CBI)-24' and their satisfaction from the care was measured with 'Newcastle Satisfaction with Nursing Scale (NSNS)'. The data were tested with descriptive statistical methods, Student's t-test, One-Way ANOVA and Pearson's correlation analysis. Results: The CBI-24 average score of the patients was determined as 5.0±0.2 and the NSNS average score was determined as 76.9±13.3. The highest average score from the CBI-24 was from 'knowledge and Professional skill' sub-dimensions and the lowest average score was from 'adherence' sub-dimension. The highest average score from the NSNS was observed in 'the respect that nurses show to the patients' 'privacy' and the lowest average score was observed in 'providing patients to feel at their home by the nurses'. A positive and strong relationship was determined between the total score averages of NSNS and CBI-24 (p<0.001). Conclusion: The findings of the study indicate that the nursing care quality perceptions of the patients were positive, their level of satisfaction from the care was above average, and the nursing care quality perceptions are directly related to the satisfaction. The findings also indicate that the most positively perceived behavior of the nurses was their professional knowledge and skills and the least positively perceived behavior was their adherence. Nurses should continue to make an effort for the best care behaviors.

Keywords: Nursing care; patient satisfaction; care quality
REFERENCES:
  1. Şişe Ş. [Satisfaction of patients with nursing care]. Kocatepe Medical Journal. 2013;14(2):69-75.
  2. Karaca A, Durna Z. [Nursing care quality and associated factors]. Sağlık ve Toplum. 2018;28(2):16-23.
  3. Dikmen Y, Yılmaz D. Patient's perceptions of nursing care-a descriptive study from Turkey. Ann Nurs Pract. 2016;3(3):1048.
  4. Büber R, Başer H. [Customer satisfaction in health enterprises: an application in a foundation university hospital]. Sosyal ve Beşeri Bilimler Dergisi. 2012;4(1):265-74.
  5. Azizi-Fini I, Mousavi MS, Mazroui-Sabdani A, Adib-Hajbaghery M. Correlation between nurses' caring behaviors and patients' satisfaction. Nurs Midwifery Stud. 2012;1(1):36-40. [Crossref] 
  6. Aldemir K, Gürkan A, Taşkın Yılmaz F, Karabey G. [Examination of satisfaction from nursing care of inpatients in the surgical clinics]. J Health Nurs Manag. 2018;5(3):155-63. [Crossref] 
  7. Yildiz Findik U, Unsar S, Sut N. Patient satisfaction with nursing care and its relationship with patient characteristics. Nurs Health Sci. 2010;12(2):162-9. [Crossref]  [PubMed] 
  8. Palese A, Tomietto M, Suhonen R, Efstathiou G, Tsangari H, Merkouris A, et al. Surgical patient satisfaction as an outcome of nurses' caring behaviors: a descriptive and correlational study in six European countries. J Nurs Scholarsh. 2011;43(4):341-50. [Crossref]  [PubMed] 
  9. Merkouris A, Andreadou A, Athini E, Hatzimbalasi M, Rovithis M, Papastavrou E, et al. Assessment of patient satisfaction in public hospitals in Cyprus: a descriptive study. Health Science Journal. 2013;7(1):28-40.
  10. Cerit B, Coşkun S. [Patients' and nurses' perceptions relating to the nursing care quality]. Turk J Clin Lab. 2018;9(2):103-9.
  11. Gröndahl W, Muurinen H, Katajisto J, Suhonen R, Leino-Kilpi H. Perceived quality of nursing care and patient education: a cross-sectional study of hospitalised surgical patients in Finland. BMJ Open. 2019;9:e023108. [Crossref]  [PubMed]  [PMC] 
  12. Alasad J, Tabar NA, Eid AbuRuz M. Patient satisfaction with nursing care: measuring outcomes in an international setting. J Nurs Adm. 2015;45(11):563-8. [Crossref]  [PubMed] 
  13. Kokeb Haile E, Akilew Awoke A, Fisseha Zewdu A, Tesfaye Bisenebit G, Mulunesh Abuhay B. Adult patients' satisfaction with in patient nursing care and associated factors in an Ethiopian Referral Hospital, Northeast, Ethiopia. 2016; Article ID 6308617:1-7. [Crossref] 
  14. Afaya A, Hamza S, Gross J, Acquah NA, Aseku PA, Doeyela D, et al. Assessing patient's perception of nursing care in medical-surgical ward in Ghana. IJCS. 2017;10(3):1329-40.
  15. Gül Ş, Dinç L. [Investigation of nurses' and patients' perceptions regarding nursing care]. HUHEMFAD-JOHUFON. 2018;5(3):192-208.
  16. Yıldız Fındık Ü, Soydaş Yeşilyurt D. [Surgical patients' perception of the postoperative nursing care quality]. Journal of Anatolia Nursing and Health Sciences. 2017;20(3):195-200.
  17. Kurşun Ş, Kanan N. [Validity and reliability study of the Turkish version of caring behaviors inventory-24]. Journal of Anatolia Nursing and Health Sciences. 2012;15(4):229-35.
  18. Akin S, Erdogan S. The Turkish version of the newcastle satisfaction with nursing care scale used on medical and surgical patients. J Clin Nurs. 2007;16(4):646-53. [Crossref]  [PubMed] 
  19. Çevik K, Eşer İ. [Dependency levels of inpatients effect of nursing care quality's perception in neurosurgery clinic]. F.N. Hem. Derg. 2014;22(2):76-83.
  20. Papastavrou E, Efstathiou G, Tsangari H, Suhonen R, Leino-Kilpi H, Patiraki E, et al. A cross-cultural study of the concept of caring through behaviours: patients' and nurses' perspectives in six different EU countries. JAN. 2012;68(5):1026-37. [Crossref]  [PubMed] 
  21. Uzelli Yılmaz D, Akın Korhan E, Khorshid L. [Evulation of nursing care quality in a palliative care clinic]. JHS. 2017;14(3):2968-80. [Crossref] 
  22. Sayin Y, Oner Cengiz H, Ayoglu T. Nursing care satisfaction of surgery patients. SOJ Nur Health Care. 2016;2(2):1-8. [Crossref] 
  23. Koirala M, Koirala ML. Contributing factors for perceived satisfaction with nursing care among inpatients in general wards. J Lumbini Med Coll. 2015;3(2):34-7. [Crossref] 
  24. Arendts G, MacKenzie J, Lee JK. Discharge planning and patient satisfaction in an emergency short-stay unit. Emerg Med Australas. 2006;18(1):7-14. [Crossref]  [PubMed] 
  25. Bulut H. [The effects of informing patients and their relatives on satisfaction at emergency units]. Turkish Journal of Trauma & Emergency Surgery. 2006;12(4):288-98.
  26. Akgöz N, Aslan A, Özyürek P. [Investigation of the neurosurgery patients' satisfaction and expectation levels regarding nursing care]. UHD. 2017;9(9):73-92. [Crossref] 
  27. Kuzu C, Ulus B. [Determining the level of surgical patient satisfaction with nursing care in surgical clinics]. ACU Sağlık Bil Derg. 2014;5(2):129-34.
  28. Babaoğlu Akdeniz E. [The analysis of the relationship between marital adjustment and coping strategies in married women with breast cancer]. J Psychiatric Nurs. 2012;3(2):53-60. [Crossref] 
  29. Türkkan A. [Perception of health]. Hekimce Bakış. 2012;79:32-3.

.: Up To Date

Login

 Forgot your password?

 New Registration  

Contact

Ortadoğu Reklam Tanıtım Yayıncılık Turizm Eğitim İnşaat Sanayi ve Ticaret A.Ş.

.: Address

Turkocagi Caddesi No:30 06520 Balgat / ANKARA
Phone: +90 312 286 56 56
Fax: +90 312 220 04 70
E-mail: info@turkiyeklinikleri.com

.: Manuscript Editing Department

Phone: +90 312 286 56 56/ 2
E-mail: yaziisleri@turkiyeklinikleri.com

.: English Language Redaction

Phone: +90 312 286 56 56/ 145
E-mail: tkyayindestek@turkiyeklinikleri.com

.: Marketing Sales-Project Department

Phone: +90 312 286 56 56/ 142
E-mail: reklam@turkiyeklinikleri.com

.: Subscription and Public Relations Department

Phone: +90 312 286 56 56/ 118
E-mail: abone@turkiyeklinikleri.com

.: Customer Services

Phone: +90 312 286 56 56/ 118
E-mail: satisdestek@turkiyeklinikleri.com

1. TERMS OF USE

1.1. To use the web pages with http://www.turkiyeklinikleri.com domain name or the websites reached through the sub domain names attached to the domain name (They will be collectively referred as "SITE"), please read the conditions below. If you do not accept these terms, please cease to use the "SITE." "SITE" owner reserves the right to change the information on the website, forms, contents, the "SITE," "SITE" terms of use anytime they want.

1.2. The owner of the "SITE" is Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. (From now on it is going to be referred as "Turkiye Klinikleri", shortly) and it resides at Turkocagi cad. No:30, 06520 Balgat Ankara. The services in the "SITE" are provided by "Turkiye Klinikleri."

1.3. Anyone accessing the "SITE" with or without a fee whether they are a natural person or a legal identity is considered to agree these terms of use. In this contract hereby, "Turkiye Klinikleri" may change the stated terms anytime. These changes will be published in the "SITE" periodically and they will be valid when they are published. Any natural person or legal identity benefiting from and reaching to the "SITE" are considered to be agreed to any change on hereby contract terms done by "Turkiye Klinikleri."

1.4. The "Terms of Use" hereby is published in the website with the last change on March 30th 2014 and the "SITE" is activated by enabling the access to everyone. The "Terms of Use" hereby is also a part of the any "USER Contract" was and/or will be done with the users using "Turkiye Klinikleri" services with or without a fee an inseparable.

2. DEFINITIONS

2.1. "SITE": A website offering different kind of services and context with a certain frame determined by "Turkiye Klinikleri" and it is accessible on-line on http://www.turkiyeklinikleri.com domain name and/or subdomains connected to the domain name.

2.2. USER: A natural person or a legal identity accessing to the "SITE" through online settings.

2.3. LINK: A link enabling to access to another website through the "SITE", the files, the context or through another website to the "SITE", the files and the context.

2.4. CONTEXT: Any visual, literary and auditory images published in the "Turkiye Klinikleri", "SITE" and/or any website or any accessible information, file, picture, number/figures, price, etc.

2.5. "USER CONTRACT": An electronically signed contract between a natural or a legal identity benefiting from special services "Turkiye Klinikleri" will provide and "Turkiye Klinikleri".

3. SCOPE OF THE SERVICES

3.1. "Turkiye Klinikleri" is completely free to determine the scope and quality of the services via the "SITE".

3.2. To benefit the services of "Turkiye Klinikleri" "SITE", the "USER" must deliver the features that will be specified by "Turkiye Klinikleri". "Turkiye Klinikleri" may change this necessity any time single-sided.

3.3. Not for a limited number, the services "Turkiye Klinikleri" will provide through the "SITE" for a certain price or for free are;

- Providing scientific articles, books and informative publications for health industry.

- Providing structural, statistical and editorial support to article preparation stage for scientific journals.

4. GENERAL PROVISIONS

4.1. "Turkiye Klinikleri" is completely free to determine which of the services and contents provided in the "SITE" will be charged.

4.2. People benefiting from the services provided by "Turkiye Klinikleri" and using the website can use the "SITE" only according to the law and only for personal reasons. Users have the criminal and civil liability for every process and action they take in the "SITE". Every USER agrees, declares and undertakes that they will not proceed by any function or action infringement of rights of "Turkiye Klinikleri"s and/or other third parties', they are the exclusive right holder on usage, processing, storage, made public and revealing any written, visual or auditory information reported to Turkiye Klinikleri" and/or "SITE" to the third parties. "USER" agrees and undertakes that s/he will not duplicate, copy, distribute, process, the pictures, text, visual and auditory images, video clips, files, databases, catalogs and lists within the "SITE", s/he will not be using these actions or with other ways to compete with "Turkiye Klinikleri", directly or indirectly.

4.3. The services provided and the context published within the "SITE" by third parties is not under the responsibility of "Turkiye Klinikleri", institutions collaborated with "Turkiye Klinikleri", "Turkiye Klinikleri" employee and directors, "Turkiye Klinikleri" authorized salespeople. Commitment to accuracy and legality of the published information, context, visual and auditory images provided by any third party are under the full responsibility of the third party. "Turkiye Klinikleri" does not promise and guarantee the safety, accuracy and legality of the services and context provided by a third party.

4.4. "USER"s cannot act against "Turkiye Klinikleri", other "USER"s and third parties by using the "SITE". "Turkiye Klinikleri" has no direct and/or indirect responsibility for any damage a third party suffered or will suffer regarding "USER"s actions on the "SITE" against the rules of the hereby "Terms of Use" and the law.

4.5. "USER"s accept and undertake that the information and context they provided to the "SITE" are accurate and legal. "Turkiye Klinikleri" is not liable and responsible for promising and guaranteeing the verification of the information and context transmitted to "Turkiye Klinikleri" by the "USER"s, or uploaded, changed and provided through the "SITE" by them and whether these information are safe, accurate and legal.

4.6. "USER"s agree and undertake that they will not perform any action leading to unfair competition, weakening the personal and commercial credit of "Turkiye Klinikleri" and a third party,  encroaching and attacking on personal rights within the "SITE" in accordance with the Turkish Commercial Code Law.

4.7. "Turkiye Klinikleri" reserves the right to change the services and the context within the "SITE"  anytime. "Turkiye Klinikleri" may use this right without any notification and timelessly. "USER"s have to make the changes and/or corrections "Turkiye Klinikleri" required immediately. Any changes and/or corrections that are required by "Turkiye Klinikleri", may be made by "Turkiye Klinikleri" when needed. Any harm, criminal and civil liability resulted or will result from changes and/or corrections required by "Turkiye Klinikleri" and were not made on time by the "USER"s belongs completely to the users.

4.8. "Turkiye Klinikleri" may give links through the "SITE" to other websites and/or "CONTEXT"s and/or folders that are outside of their control and owned and run by third parties. These links are provided for ease of reference only and do not hold qualification for support the respective web SITE or the admin or declaration or guarantee for the information inside. "Turkiye Klinikleri" does not hold any responsibility over the web-sites connected through the links on the "SITE", folders and context, the services or products on the websites provided through these links or their context.

4.9. "Turkiye Klinikleri" may use the information provided to them by the "USERS" through the "SITE" in line with the terms of the "PRIVACY POLICY" and "USER CONTRACT". It may process the information or classify and save them on a database. "Turkiye Klinikleri" may also use the USER's or visitor's identity, address, e-mail address, phone number, IP number, which sections of the "SITE" they visited, domain type, browser type, date and time information to provide statistical evaluation and customized services.

5. PROPRIETARY RIGHTS

5.1. The information accessed through this "SITE" or provided by the users legally and all the elements (including but not limited to design, text, image, html code and other codes) of the "SITE" (all of them will be called as studies tied to "Turkiye Klinikleri"s copyrights) belongs to "Turkiye Klinikleri". Users do not have the right to resell, process, share, distribute, display or give someone permission to access or to use the "Turkiye Klinikleri" services, "Turkiye Klinikleri" information and the products under copyright protection by "Turkiye Klinikleri". Within hereby "Terms of Use" unless explicitly permitted by "Turkiye Klinikleri" nobody can reproduce, process, distribute or produce or prepare any study from those under "Turkiye Klinikleri" copyright protection.

5.2. Within hereby "Terms of Use", "Turkiye Klinikleri" reserves the rights for "Turkiye Klinikleri" services, "Turkiye Klinikleri" information, the products associated with "Turkiye Klinikleri" copyrights, "Turkiye Klinikleri" trademarks, "Turkiye Klinikleri" trade looks or its all rights for other entity and information it has through this website unless it is explicitly authorized by "Turkiye Klinikleri".

6. CHANGES IN THE TERMS OF USE

"Turkiye Klinikleri" in its sole discretion may change the hereby "Terms of Use" anytime announcing within the "SITE". The changed terms of the hereby "Terms of Use" will become valid when they are announced. Hereby "Terms of Use" cannot be changed by unilateral declarations of users.

7. FORCE MAJEURE

"Turkiye Klinikleri" is not responsible for executing late or never of this hereby "Terms of Use", privacy policy and "USER Contract" in any situation legally taken into account as force majeure. Being late or failure of performance or non-defaulting of this and similar cases like this will not be the case from the viewpoint of "Turkiye Klinikleri", and "Turkiye Klinikleri" will not have any damage liability for these situations. "Force majeure" term will be regarded as outside of the concerned party's reasonable control and any situation that "Turkiye Klinikleri" cannot prevent even though it shows due diligence. Also, force majeure situations include but not limited to natural disasters, rebellion, war, strike, communication problems, infrastructure and internet failure, power cut and bad weather conditions.

8. LAW AND AUTHORISATION TO FOLLOW

Turkish Law will be applied in practicing, interpreting the hereby "Terms of Use" and managing the emerging legal relationships within this "Terms of Use" in case of finding element of foreignness, except for the rules of Turkish conflict of laws. Ankara Courts and Enforcement Offices are entitled in any controversy happened or may happen due to hereby contract.

9. CLOSING AND AGREEMENT

Hereby "Terms of Use" come into force when announced in the "SITE" by "Turkiye Klinikleri". The users are regarded to agree to hereby contract terms by using the "SITE". "Turkiye Klinikleri" may change the contract terms and the changes will be come into force by specifying the version number and the date of change on time it is published in the "SITE".

 

30.03.2014

Privacy Policy

We recommend you to read the terms of use below before you visit our website. In case you agree these terms, following our rules will be to your favor. Please read our Terms of Use thoroughly.

www.turkiyeklinikleri.com website belongs to Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. and is designed in order to inform physicians in the field of health

www.turkiyeklinikleri.com cannot reach to user’s identity, address, service providers or other information. The users may send this information to the website through forms if they would like to. However, www.turkiyeklinikleri.com may collect your hardware and software information. The information consists of your IP address, browser type, operating system, domain name, access time, and related websites. www.turkiyeklinikleri.com cannot sell the provided user information (your name, e-mail address, home and work address, phone number) to the third parties, publish it publicly, or keep it in the website. Gathered information has a directing feature to be a source for the website’s visitor profile, reporting and promotion of the services.

www.turkiyeklinikleri.com uses the taken information:

-To enhance, improve and maintain the quality of the website

-To generate visitor’s profile and statistical data

-To determine the tendency of the visitors on using our website

-To send print publications/correspondences

-To send press releases or notifications through e-mail

-To generate a list for an event or competition

By using www.turkiyeklinikleri.com you are considered to agree that;

-Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. cannot be hold responsible for any user’s illegal and immoral behavior,

-Terms of use may change from time to time,

-It is not responsible for other websites’ contents it cannot control or the harms they may cause although it uses the connection they provided.

Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. may block the website to users in the following events:

-Information with wrong, incomplete, deceiving or immoral expressions is recorded to the website,

-Proclamation, advertisement, announcement, libelous expressions are used against natural person or legal identity,

-During various attacks to the website,

-Disruption of the website because of a virus.

Written, visual and audible materials of the website, including the code and the software are under protection by legal legislation.

Without the written consent of Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. the information on the website cannot be downloaded, changed, reproduced, copied, republished, posted or distributed.

All rights of the software and the design of the website belong to Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc.

Ortadoğu Advertisement Presentation Publishing Tourism Education Architecture Industry and Trade Inc. will be pleased to hear your comments about our terms of use. Please share the subjects you think may enrich our website or if there is any problem regarding our website.

info@turkiyeklinikleri.com