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Patient satisfaction outcomes in nurse-managed centers
Ramona Benkert1, Violet Barkauskas, Joanne Pohl
1Wayne State University, College of Nursing, Plymouth, Mich., USA. ramonabenkert@wayne.edu
Outcomes Management
|October 19, 2002
Summary
Patient satisfaction in nurse-managed centers (NMC) is crucial. Patients highly value professional responsiveness and respect from nurse practitioners, influencing their willingness to return or recommend the clinic.
Area of Science:
- Primary care research
- Nursing practice
- Patient experience
Background:
- Patient satisfaction is a key metric for primary care.
- Existing research on nurse-managed centers (NMC) often lacks multi-site data.
- Understanding patient satisfaction drivers in NMCs is essential for quality improvement.
Purpose of the Study:
- To assess patient satisfaction across multiple nurse-managed centers.
- To identify key components influencing patient satisfaction in NMCs.
- To provide data for enhancing primary care delivery in NMCs.
Main Methods:
- Collected patient satisfaction data from 7 NMCs across 4 academic institutions.
- Utilized a heterogeneous consumer sample.
- Analyzed satisfaction across care perceptions, phone contact, and clinic recommendation.
Main Results:
- Identified three primary components of patient satisfaction: perceptions of care, phone contact, and willingness to return/recommend.
- Professional responsiveness and practitioner courtesy received high ratings.
- Findings are consistent with previous single-site studies.
Conclusions:
- Nurse-managed centers demonstrate high patient satisfaction, particularly regarding provider interactions.
- Respectful and responsive care from nurse practitioners is vital for patient retention and positive clinic reputation.
- Multi-site data confirms the importance of interpersonal aspects in primary care satisfaction.