The relationship between patient satisfaction and patient-and family-centered care

Abstract

Evidence of quality care is an important outcome in healthcare. Patient satisfaction, an outcome of care, is considered by many experts to be a measure of quality. Patient- and family-centered care (PFCC) is a healthcare delivery model that aims to enhance partnerships with healthcare providers and patients and families. These partnerships are believed to play a significant role in improving satisfaction and quality. However, there is a scarcity of research that uses standardized tools and methods to show correlations between patient satisfaction and PFCC. The purpose of this study was to examine the relationship between the patient's perception of patient- and family-centered care (PFCC) as measured by questions defined by the National Task Force on Patient- and Family-Centered Care Metrics for Press Ganey Survey items and the patients' perception of their inpatient care as measured by the HCAHPS Inpatient Core Survey in patient care units in an academic medical center in the southeastern United States. A descriptive cross-sectional research design was used. The sample (N=1016) was primarily white (57%) females (69%) with a mean age of 52.8 years. Those respondents that were highly satisfied with their care also rated their perception of the presence of PFCC highly. A relationship was also noted with respondent characteristics such as age, gender, and perceived health status. Significant relationships were noted with domains of care in which nurses had the most influence. Findings from this study validated relationships between patient satisfaction and PFCC and provided evidence that nurses play a vital role in this outcome.