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Other Titles
Describing Nursing Courtesy and Friendliness related to Patient Satisfaction at the Outpatient Department setting - a Single center Study [slides]
Abstract
INTRODUCTION: Patient satisfaction in healthcare is significantly influenced by nurse-patient interactions, where attributes like friendliness, courtesy, and effective communication play crucial roles. This study aims to identify specific components of these attributes that enhance patient satisfaction, providing insights for targeted interventions, such as communication training, to improve nurse-patient interactions and overall patient-centered care.
BACKGROUND: Patient satisfaction reflects how content patients feel with the care they receive, aligning their preferences and expectations with the healthcare provided. Nurses, who are pivotal in patient care, can greatly influence this experience. The friendliness and courtesy displayed by nurses not only foster trust but create a positive environment for patients. In the absence of such rapport, the patient experience may suffer, necessitating further exploration of the factors affecting satisfaction.
AIM: This study aims to describe the relationship between nursing courtesy and friendliness and patient satisfaction in the Outpatient Department (OPD).
SETTING AND DESIGN: Utilizing a quantitative cross-sectional design, the research was conducted in the OPD of King Faisal Specialist Hospital and Research Centre-Jeddah, a facility with 390 beds and multiple care domains, including 10 OPD clinics.
METHODS: A random sampling approach was employed, with data collection occurring over three months (January to March 2023), excluding Pediatrics and Neuro clinics. The total number of patients seen was 37,554, with a calculated sample size of 381 patients.
RESULTS: Analysis of the responses from 381 patients revealed generally high levels of satisfaction with nursing care across various dimensions—despite demographic differences in age, gender, and nationality. Patients rated nurses positively in terms of attitude, communication, respect, and involvement in care decisions. Minor variations in satisfaction scores were noted among different age groups but were not consistent across all questions.
CONCLUSION: This study underscores the importance of understanding how nurse friendliness and courtesy impact patient satisfaction, contributing to the enhancement of patient-centered care. By addressing this research gap, findings can aid ongoing efforts to improve the quality of healthcare and patient outcomes through improved interpersonal interactions between nurses and patients
Notes
References: Alsaqri, S. (2016). Patient satisfaction with quality of nursing care at governmental hospitals, Ha’il City, Saudi Arabia. Journal of Biology, Agriculture and Healthcare, 6(10), 128-142.
Berhe, H., Berhe, H., Bayray, A., Godifay, H., & Beedemariam, G. (2017). Status of caring, respectful and compassionate health care practice in Tigrai regional state: patients’ perspective. Int J Caring Sci, 10(3), 1119.
Buchanan, J., Dawkins, P., & Lindo, J. L. (2015). Satisfaction with nursing care in the emergency department of an urban hospital in the developing world: A pilot study. International emergency nursing, 23(3), 218-224.
Bradshaw, J., Siddiqui, N., Greenfield, D., & Sharma, A. (2022). Kindness, listening, and connection: patient and clinician key requirements for emotional support in chronic and complex care. Journal of Patient Experience, 9, 23743735221092627
Sigma Membership
Alpha Gamma Epsilon
Type
Presentation
Format Type
Text-based Document
Study Design/Type
Cross-Sectional
Research Approach
Quantitative Research
Keywords:
Public and Community Health, Workforce, Teaching and Learning Strategies, Patient Satisfaction
Recommended Citation
Romano, Rainavel Anadon; Moodley, Vimela; De Beer, Jennifer; Heaphy, Emily; Qabaja, Mohammed; Bayazeed, Mashael; Novotna, Ilona; Quadra, Elaine; Basha, Maab; and Alassiri, Rehab, "Describing the Impact of Nursing Courtesy and Friendliness on Patient Satisfaction" (2025). Creating Healthy Work Environments (CHWE). 131.
https://www.sigmarepository.org/chwe/2025/presentations_2025/131
Conference Name
Creating Healthy Work Environments
Conference Host
Sigma Theta Tau International
Conference Location
Phoenix, Arizona, USA
Conference Year
2025
Rights Holder
All rights reserved by the author(s) and/or publisher(s) listed in this item record unless relinquished in whole or part by a rights notation or a Creative Commons License present in this item record.
Review Type
Abstract Review Only: Reviewed by Event Host
Acquisition
Proxy-submission
Describing the Impact of Nursing Courtesy and Friendliness on Patient Satisfaction
Phoenix, Arizona, USA
INTRODUCTION: Patient satisfaction in healthcare is significantly influenced by nurse-patient interactions, where attributes like friendliness, courtesy, and effective communication play crucial roles. This study aims to identify specific components of these attributes that enhance patient satisfaction, providing insights for targeted interventions, such as communication training, to improve nurse-patient interactions and overall patient-centered care.
BACKGROUND: Patient satisfaction reflects how content patients feel with the care they receive, aligning their preferences and expectations with the healthcare provided. Nurses, who are pivotal in patient care, can greatly influence this experience. The friendliness and courtesy displayed by nurses not only foster trust but create a positive environment for patients. In the absence of such rapport, the patient experience may suffer, necessitating further exploration of the factors affecting satisfaction.
AIM: This study aims to describe the relationship between nursing courtesy and friendliness and patient satisfaction in the Outpatient Department (OPD).
SETTING AND DESIGN: Utilizing a quantitative cross-sectional design, the research was conducted in the OPD of King Faisal Specialist Hospital and Research Centre-Jeddah, a facility with 390 beds and multiple care domains, including 10 OPD clinics.
METHODS: A random sampling approach was employed, with data collection occurring over three months (January to March 2023), excluding Pediatrics and Neuro clinics. The total number of patients seen was 37,554, with a calculated sample size of 381 patients.
RESULTS: Analysis of the responses from 381 patients revealed generally high levels of satisfaction with nursing care across various dimensions—despite demographic differences in age, gender, and nationality. Patients rated nurses positively in terms of attitude, communication, respect, and involvement in care decisions. Minor variations in satisfaction scores were noted among different age groups but were not consistent across all questions.
CONCLUSION: This study underscores the importance of understanding how nurse friendliness and courtesy impact patient satisfaction, contributing to the enhancement of patient-centered care. By addressing this research gap, findings can aid ongoing efforts to improve the quality of healthcare and patient outcomes through improved interpersonal interactions between nurses and patients
Description
Understanding the impact of nurse friendliness and courtesy on patient satisfaction is crucial for advancing patient-centered care practices. By addressing this gap in research, this study seeks to contribute to the ongoing efforts to improve healthcare quality and patient outcomes through enhanced interpersonal interactions between nurses and patients.