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Managing expectations between patient and nurse

M G Nash¹, D Blackwood, E B Boone

¹University of Michigan, School of Public Health, Department of Health Services Management and Policy.

The Journal of Nursing Administration

|November 1, 1994

Summary

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Understanding patient expectations for nursing care is crucial for healthcare institutions. This study details a hospital

Area of Science:

Healthcare Management
Nursing Quality
Patient Experience

Background:

Growing consumer focus on healthcare cost and quality.
Need for healthcare institutions to manage patient expectations.
Competitive healthcare market necessitates attention to patient satisfaction.

Purpose of the Study:

To examine patient satisfaction with nursing care.
To modify an existing patient satisfaction tool.
To develop a quality model for nursing care.

Main Methods:

Hospital-based study.
Analysis of patient satisfaction with nursing care.
Adaptation of a patient satisfaction measurement tool.
Creation of a quality care model.

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Main Results:

The study outlines the process of evaluating patient satisfaction.
A modified patient satisfaction tool was developed.
A quality model for nursing care was established.

Conclusions:

Managing patient expectations of nursing care is vital for healthcare viability.
The developed quality model aids in addressing patient satisfaction.
This approach supports institutional competitiveness through quality nursing care.