Assessment of Adult Patients Satisfaction Regarding Nursing Care in Different Hospitals in Kirkuk City

Background: Patients’ satisfaction has been used as a significant indicator of quality services provided by health care personnel. Consequently, the most important predictor of patients’ overall satisfaction with hospital care is particularly related to their satisfaction with nursing care. Patient’s satisfaction with nursing care is important for any health care agency because nurses comprise the majority of health care providers and they provide care for patients 24 hours a day. Aim of the study: The aim of the current study was to identify the patients’ satisfaction regarding nursing care provided in different hospitals at Kirkuk city. Methodology: Quantitative design (descriptive study) conducted to assess patient's satisfaction about nursing care in Kirkuk city hospitals (Azadi teaching hospital and Kirkuk general hospital) include medical and surgical wards. The period of the study was carried out from the 2 nd August 2015 to 10 th April 2016. A formal consent was taken from all participants. A nonprobability (purposive) sample was selected, it consisted of 300 patients, whereas 150 patients were taken from each hospital. In order to reach the objective of the study, a questionnaire was constructed depending on Word Health Organization (WHO) questionnair and related literature review. The overall questions included (40) items scored by 3 likert scale option was used in the rating scale as: (Always = 3), (Sometimes = 2), (Never = 1), Satisfaction of the patients in items are determined as following (High =2.35 3), (Moderately = 1.69 2.34), and (Low = 1 1.68). Kirkuk University Journal /Scientific Studies (KUJSS) Volume 11, Issue 3, September 2016 , p.p(222-236) ISSN 1992 – 0849 Web Site: www.kujss.com Email: kirkukjoursci@yahoo.com, kirkukjoursci@gmail.com 223 Result: The result of present study revealed that high percent (23.7%) the study sample at age (18 – 27) years old . In relation to gender, the majority of the patients are females and account (61.7). Also the data analysis shows that mean of scores of patients responses regarding to communication items , shows high satisfied in (3) item (The nurse listen to the pt.'s complaining carefully, The nurse answers all the pt.'s questions, The nurse communicates with the pt. purposefully & therapeutically), and moderately satisfied in (3) items (The nurse explains the procedures to the patient, The nurse gives the pt. time to discuss the condition &treatment plan, The nurse encourages pt.'s participation in decision making) and low satisfied in (4) items (The nurse asks about the pt.'s condition frequently, The nurse gives the patient chance for asking questions. The nurse communicates with a clear tone of voice. The nurse respond for the pt.'s calling immediately). Conclusion: This study concluded that Patients were low satisfied regarding communication, while highly satisfied with the Skills and Competences nursing care. Recommendation: Establish an educational training program for nurses to upgrades their knowledge and practices, and further studies should be conducted concerning patients' satisfaction with nursing care provided in all hospitals. Keyword: Patient Satisfaction, Nursing Care, Assessment, Kirkuk University Journal /Scientific Studies (KUJSS) Volume 11, Issue 3, September 2016 , p.p(222-236) ISSN 1992 – 0849 Web Site: www.kujss.com Email: kirkukjoursci@yahoo.com, kirkukjoursci@gmail.com 224 نيغلابلا ىضرملا ىضر مييقت لوح تايفشتسم فمتخم يف ةيضيرمتلا ةيانعلا كوكرك ةنيدم دمحم يمع نيسح 1 يمع ليعامسا زابير ، 2 ىسوم دمحم نيساي ، 3 3،2،1 كوكرك ةعماج / ضيرمتلا ةيمك Hussein_ali2010h@yahoo.com 1 2 rebazmaster@yahoo.com , 3 Yaseen_Mussa@yahoo.com :ثحبلا ملاتسا خيرات 25 / 4 / 2016 :ثحبلا لوبق خيرات 22 / 5 / 2016 صخمملا ثثحبلا ةيفمخ ىثضرملا اثضر مدختثسي ماثا رثشؤمك ةدوثجل لا ةثمدقملا تامدثخ اثضر ءةيحث.لا ةثياعرلا يفظوثم لثبب نثم يلأ ةمهم ةيضيرمتلا ةيانعلاب ضيرملا ةسسؤم نومكشي نيضرمملا نلأ ةيح. مغلأا ةيب ميدثقت يف مثاو ةيحث.لا ةثياعرلا نومدقي لا رادم یمع ىضرممل ةيانع 24 اس ءايموي ةع ةثثسا ردلا فادثثاا ثثا ميثثيقت ىثثلا ةثثيلاحلا ةثثسا ردلا فد اثثضر نيغلاثثبلا ىثثضرملا ةيثثضيرمتلا ةثثيانعلا صوثث.خب فثثمتخم يثثف كوكرك ةنيدم يف تايفشتسملا ء ثثثحبلا ةثيجهنم يثثمكلا طمنثثلا ةثثسا ردلا تمدختثثسا ةيفث.و ةثثسا رد( ىفثثشتسم( كوثثكرك ةثثنيدم تايفثثشتسم يثثف تثثيرجا دا زأ ىفشتسمو ماعلا كوكرك يميمعتلا ی تممش ةثسا ردلا ءةثيحا رجلاو ةثينطابلا تاثادرلا نثم تثناك ةثسا ردلا ةرثتف نثم يناثثلا ةنسمل با 2015 ىلإ ةنثسمل ناسين نم رشاعلا 2016 ، نايبتثس ا ةرامتثسا يثف نيكراثشملا لثك ةثقفاوم مثخا مثت تثنوكتو ةنيعلا ةيدمعلا نم 300 ضيرم ، ب عباو 150 ءىفشتسم لك نم ضيرم و ابتسا انب مت ةنابتس ا ةرامتسا ىمع ًادمتعم ةن تا رثقفلا عوثمجم ناثكو ءعوثضوملاب ةثقمعتملا ردا.ملا ةعجا رم للاخ نم كلمكو ةيملاعلا ةح.لا ةمظنمل ةعباتلا 40 ،ةرثقف و مت ثلاث نم فلأتي سايقم مدختسا ة ( مبرلا سايقملا ريدقت يف ةيرايعم تاباجإ 3 ( مبرلاو امئاد 2 ( مبرثلاو ،انايحأ 1 ءادبأ Kirkuk University Journal /Scientific Studies (KUJSS) Volume 11, Issue 3, September 2016 , p.p(222-236) ISSN 1992 – 0849 Web Site: www.kujss.com Email: kirkukjoursci@yahoo.com, kirkukjoursci@gmail.com 225 ئاثثتنلا ( ةثثيرمعلا ةثثعومجملا 18 27 تا فثثشتسم يثثف ىثثمعلأا ةثثيوئملا ةبثثسنلا لثث ثمت ةنثثس ( ةبثثسنب 23ء7 ء % تاي فثشتسم يثف رثثكأ اثثانا اوناثك ىثضرملا ( ةبثسنب لثثمتو 61ء7 ترثهظا كلمثك ء % نثم يباثسحلا طثسوتملا ناثب ئاثتنلا ان لثث.اوتلا ةثثيح ت يثثف يلاثثع ىثثضر عوتثثسم ناثثب نيثثب 3 ( يثثاو تا رثثقف لا ، صرثثحب ضيرثثملا عوكثثش ىثثلإ عمتثثسي ضرثثمم ايجلاع ضيرملا عم ضرمملا ل.اوتي ، ضيرملا ةمئسا لك ىمع بيجي ضرمملا و عوتسم ىضرلا طسوتم يف 3 تا رثقف ( ياو ، جلاثعلا ةثطخو ةثلاحلا ةثشبانمل تثبولا ضيرثملا يثطعي ضرثمملا ، اثهب ماثيقلا لثبب تاثئا رج ا لثك حرثشي ضرثمملا ا ىمع ضيرملا عجشي ضرمملا را رثقلا عنث. يثف ةكراشمل و عوتثسم ىثئطاو ىثضرلا يثف 4 ( يثاو تا رثقف ضرثمملا لأثسي ةثجهمب ضيرثملا عثم ضرثمملا ل.اوتي ،ةمئسلأا حرطل ىضرممل ة.رفلا ضرمملا يطعي ،ةيرود ةرو.ب ضيرملا لاح نع ءروفلا ىمع ضيرملا ادنل ضرمملا بيجتسي ،تو.مل ةحضاو ء تاجاتنتس ا ةسا ردلا تدجو ا بمغا نا اضرلا يميمب وناك ىضرمل كلمثكو ءنييثضرمملا عثم ل.اوتلا صو.خب ا نا تدثجو ءةيضيرمتلا ةيانعلاو تا ردقلاو تا راهملا صو.خب ةيلاع ةجردب نيضا ر وناك ضرملا بمغا لا تاي.وت مل يبيردثت مانرب لمع م لكثشب نيثضرم لث.اوتم عثم لث.اوتلا كلمثكو مهتاثسراممو مهفراثعم ثيدثحت لثجا نثم ءضيرملا علاو ا رجا ىمع لم ءااريغو هيضيرمتلا ةيانعلا لوح ىضرملا ىضر ةفرعمل تابفشتسم ةفاك يف عرخا تاسا رد ةلادلا تاممكلا ىضرملا ىضر , ةيضيرمتلا ةيانعلا مييقتلا ، .


INTRODUCTION
Assessing patient satisfaction with nursing care is important in evaluating whether patients' needs are fulfilled and subsequently facilitating in the planning as well as implementing appropriate nursing interventions for patients. Determining factors contribute most to patient satisfaction can further assist nurses in improving the quality of nursing care.
Hence, patient satisfaction with nursing care is an imperative determinant of quality of care particularly in the clinical/ healthcare facility settings [1].
Patients' satisfaction will be determined by nurse's role in the hospital; because they are more acquainted bedside nursing care than any other health personal in the hospital. Nurses are on shifts stay in the hospital twenty four hours, seven days per week and three hundred sixty five days in a year. Nurses stay longer with the patient than the attending physicians.
Learning about what consumers want from their health care system and what quality care

METHODOLOGY
Quantitative design (descriptive study) was conducted for patients to assess the patient satisfactions about nursing care in Kirkuk city hospitals, the study was carried out from the 2 nd August 2015 to 10 th April 2016. A non-probability (purposive) sample was selected, and consisted of 300 patients, they were representative from the previously mentioned settings, 150 patients were taken from each hospital, whereas the sample was selected under the following inclusive and exclusive criteria.
A questionnaire was constructed depending on Word Health Organization (WHO) questionnaire and related literature review. and it was consisting of four parts which as :

Part I/ Socio-Demographical data
It was consist of (8) items which were ;age , gender , residence , material status , occupation , educational attainment , department , period of stay in hospital .

Part II/ Communication items.
This part consists of (10) items about the nurse communication with the patients .

Part III/ Satisfaction, needs and Expectations of nursing care
This part consists of (18) items about the patients satisfaction, needs and Expectations of nursing care ,on the same answers selections .

Part IV/ Patients satisfaction about Nurses' Skills and Competences
This part consist of (12) items about satisfaction as regards nurses skills and competences .

CONCLUSIONS
1-Patient's satisfaction regarding nursing communication were low.

2-
Most of the patients were high satisfied with the Skills and Competences nursing care.

3-
Most of the patients were highly satisfied of needs and Expectations of nursing care.

4-
A communication skill is one of the major skills nurses require particularly interpersonal skills.

5-
Nursing curriculums should give attention for developing the communication skills of their students side by side with cognitive and psychomotor skills and also nurses should practice these skills in their working places.