Using a nursing framework to measure client satisfaction at a nurse-managed clinic

Area of Science:

• Nursing
• Health Services Research
• Psychometrics

Background:

• Existing measures of client satisfaction with nurse practitioner care often lack methodological rigor, limiting confidence in findings.
• Reliability and validity testing are frequently insufficient in current satisfaction measures.

Purpose of the Study:

• To investigate the validity and reliability of a new Client Satisfaction Tool (CST).
• To determine client satisfaction with primary care services at a newly established senior health clinic using the CST.

Main Methods:

• A descriptive, correlational study design was employed.
• The Client Satisfaction Tool (CST), based on Cox's Interactional Model of Client Health Behavior, was administered to a convenience sample of 38 clients.
• Reliability (internal consistency, stability) and construct validity (convergent, divergent) were assessed.

Main Results:

• The CST demonstrated high internal consistency (Chronbach's alpha = 0.956) and high stability (r = 0.974).
• Construct validity was supported, with significant convergent validity (r = 0.599, P < 0.01) and non-significant divergent validity (r = 0.194, P > 0.10).
• Clients at the senior health clinic reported satisfaction with the primary care services received.

Conclusions:

• The Client Satisfaction Tool (CST) is a methodologically sound instrument for measuring client satisfaction.
• The CST is suitable for future research on client satisfaction with nurse practitioner care.
• Seniors utilizing the new health clinic expressed satisfaction with their primary care.