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The second victim's satisfaction index model
Mariam Al-Nasser1, Amjad Al-Nasser2
1Department of General Medicine, Faculty of Medicine, Yarmouk University, Irbid, Jordan.
International Journal of Health Care Quality Assurance
|November 13, 2025
Summary
Caregiver knowledge and memory significantly boost satisfaction for those caring for Alzheimer's patients. Improving these factors can enhance lifestyle and overall well-being for family caregivers.
Area of Science:
- Gerontology
- Health Psychology
- Sociology
Background:
- Family caregivers, termed second victims (SVs), provide crucial support to relatives with chronic conditions like Alzheimer's.
- Understanding SV satisfaction is vital for developing effective support systems.
Purpose of the Study:
- To propose and validate a new customer satisfaction model tailored for second victims (SVs).
- To identify key factors influencing SV satisfaction, specifically focusing on Alzheimer's caregivers.
Main Methods:
- Adapted the American Customer Satisfaction Model, incorporating knowledge, empathy, memory, and lifestyle as predictors.
- Utilized partial least squares structural equation modeling (PLS-SEM) for analysis.
- Collected data from 154 Alzheimer's caregivers over three months.
Main Results:
- Caregiver knowledge and memory positively and significantly impact SV satisfaction.
- Memory and lifestyle were found to influence empathy, suggesting a link between personal reflection, routines, and emotional connection.
- Findings highlight the importance of cognitive resources and caregiving competence.
Conclusions:
- The study provides a validated model for understanding and improving SV satisfaction.
- Identified factors (knowledge, memory, empathy, lifestyle) offer a framework for targeted caregiver interventions.
- Results can increase caregiver awareness, improve lifestyle, and enhance satisfaction in Alzheimer's caregiving.
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