Using a patient satisfaction survey to close the theory-practice gap

The objective of this study was to determine whether a patient satisfaction survey could be used as a research tool to improve nursing practice.

A postal questionnaire was sent to patients after discharge. Questions covered primary nursing, information, ward environment, discharge planning and social activities.

A number of respondents were dissatisfied with the information they had received and with their lack of involvement in decisions about care. This was often correlated with lack of primary nurse recognition. The role of the associate nurse was poorly understood. There were high levels of satisfaction with discharge procedures, but little enthusiasm for the introduction of an activities programme.

The results highlighted areas where changes were needed. This resulted in a nurse-led programme of managed change, including making all experienced D and E grade nurses primary nurses, improving information provision, and involving patients in the decision-making process.