Resumo

HERNANDEZ MECA, Mª Encarnación et al. Patient satisfaction in a haemodialysis unit: objective of care quality in nursing. Rev Soc Esp Enferm Nefrol [online]. 2005, vol.8, n.2, pp.90-96. ISSN 1139-1375.

The evaluation of patient satisfaction enables the deficient areas to be identified from the patient’s point of view, and also helps us to evaluate the results of the care, as patient needs are the axis on which the care service is based. The objectives are the following: 1. to determine the satisfaction of patients in chronic haemodialysis with the attention they receive, and 2. to know the aspects of the care process that cause greatest satisfaction and to identify opportunities for improvement. A transversal descriptive study of all patients with chronic haemodialysis in the HD unit of the referred hospital for nephrology of Area 8 of Madrid Community between March and April 2004. The modified SERVQHOS questionnaire was administered. Each item was scored on a Likert scale (1 to 5) according to the degree of satisfaction. The SPSS programme was used for data analysis. The Cronbach Alpha was used to analyse the reliability. The sample comprised 61 questionnaires with a reply rate of 98.3%. 51.8% of the patients were men and 48.2% women. Average age 71.18 ± 13.3. The average score achieved in the first part of the questionnaire was over 3.5 in all attributes analysed except for "ease for arriving at the hospital". The attributes with which patients are least satisfied are the "waiting time to be attended by the doctor", "ease of arriving at the hospital" and the "communication of the unit personnel with the relatives". The aspects influencing the satisfaction of the patients are "the punctuality in the haemodialysis sessions", "the speed with which we get what we want", "the interest of the nursing staff in the patients" and the "waiting time to be attended by a doctor". The average overall satisfaction was 3.81. No correlation was found between the socio-demographic variables and the degree of satisfaction.

Palavras-chave : Patient satisfaction; perceived quality; haemodialysis.

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