caa a22 4500 397519664 CHVBK 20180308164629.0 cr unu---uuuuu 161202e199506 xx s 000 0 eng 10.1093/intqhc/7.2.153 doi (NATIONALLICENCE)oxford-10.1093/intqhc/7.2.153 Obtaining Patients' Views of Nursing Care to Inform the Development of a Patient Satisfaction Scale [Elektronische Daten] [L.H. THOMAS, J. MacMILLAN, E. McCOLL, J. PRIEST, C. HALE, S. BOND] Patient satisfaction is increasingly being measured as an indication of the effectiveness of nursing care. At present, however, there are no validated UK scales available specifically addressed to nursing. The aim of the present study was to develop a sensitive, valid and reliable measure of patient satisfaction. This paper describes the first phase of the study, the development of a multidimensional concept of satisfaction from the patients' perspective. Using qualitative methods, patients were interviewed both in hospital and following discharge. Eleven main concepts were identified: nurses' manner, attentiveness, availability, reassurance, individual treatment, openness/informality, information, professionalism, ward organization, nurses' knowledge and ward environment. Beginning with customer-defined values has provided the starting point for the development of a scale to measure patients' satisfaction with nursing using concepts important to patients, rather than hospital personnel or research teams. © 1995 Elsevier Science Ltd Articles nationallicence Patient satisfaction nationallicence qualitative research methods nationallicence THOMAS L.H. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut MacMILLAN J. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut McCOLL E. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut PRIEST J. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut HALE C. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut BOND S. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut International Journal for Quality in Health Care Oxford University Press 7/2(1995-06), 153-163 1353-4505 7:2<153 1995 7 intqhc https://doi.org/10.1093/intqhc/7.2.153 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1093/intqhc/7.2.153 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- THOMAS L.H. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 700 1- MacMILLAN J. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 700 1- McCOLL E. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 700 1- PRIEST J. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 700 1- HALE C. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 700 1- BOND S. Centre for Health Services Research, University of Newcastle, 21 Claremont Place, Newcastle upon Tyne, NE2 4AA, UK aut NATIONALLICENCE 773 0- International Journal for Quality in Health Care Oxford University Press 7/2(1995-06), 153-163 1353-4505 7:2<153 1995 7 intqhc Metadata rights reserved CC BY-NC-4.0 http://creativecommons.org/licenses/by-nc/4.0 nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-oxford