Academic journal article Journal of Cultural Diversity

Relationships among Patient Satisfaction, Intent to Return, and Intent to Recommend Services Provided by an Academic Nursing Center

Academic journal article Journal of Cultural Diversity

Relationships among Patient Satisfaction, Intent to Return, and Intent to Recommend Services Provided by an Academic Nursing Center

Article excerpt

Abstract: Patient satisfaction is an indicator and component of high quality care and service and the viability of academic nursing centers is dependent on patients' return visits and new patients' visits. The major purpose of this study was to determine patients' satisfaction with the quality of health care services provided by an academic nursing center. A secondary purpose was to determine the relationships among patient satisfaction, intent to return, and intent to recommend services. The study consisted of a convenience sample of 107 adult patients who responded to an investigator generated patient satisfaction survey. Findings indicated that 94 (87.8%) of the patients were satisfied. Stepwise regression analysis identified treatment with respect, the rating of care received, and the helpfulness of the person at the front desk as the strongest predictors of patient satisfaction. Correlation analysis revealed that patient satisfaction is highly correlated with intent to return ana intent to recommend services (p < .01).

Key Words: Patient Satisfaction

As health care becomes more competitive, providers of care and health service organizations are becoming increasingly concerned about their ability to recruit and retain patients (Zoller, Lackland and Silverstein, 2001). The financial viability of academic nursing centers is also dependent on patients' return visits, as well as, new patients' visits. Consequently, outcomes evaluation of services provided through such measures as a patient satisfaction survey could result in the identification of performance improvement initiatives that would influence the survival of academic nursing centers in the highly competitive health care environment. Press, Ganey, and Malone (1991) reported that satisfied patients are more likely to return and also are more likely, through word or mouth, to tell their friends and neighbors about their posifive experiences. This kind of marketing, by recipients of care, can play a vital role in maintaining the financial viability of health care organizations, especially academic nursing centers.

The rise of academic nursing centers is a response by nursing education programs to meet the health care needs of communities. Since higher education institutions have a responsibility to demonstrate their commitment to communities by educating a committed citizenry, it seems logical that nursing schools would fulfill this commitment through the establishment of community-based health clinics, academic nursing centers. Academic nursing centers increase access of vulnerable populations to primary care, contribute to the community's well-being, and afford students experiential learning opportunities in medically underserved minority and culturally diversified communities Also, academic nursing centers provide opportunities for faculty practice and the development of collaborative research programs (Lindsey, Henly & Tyree, 1997; Bear & Bowers, 1998)

The University of Mississippi School of Nursing established an academic nursing center in June 1998 in the Midtown area of Jackson, Mississippi, an urban underserved community located in Hinds County. Hinds County has a population of 250, 800 (African Americans 61.1%, whites 37.3%, and other 1.6%) and a poverty rate of 18.5% (U. S. Census Bureau, 2000). The academic nursing center, University Nursing Associates for Community Access to Resources and Education (UNACARE) Health Center, was established to provide community health service, student learning experiences, faculty practice and research. Moreover, the specific aim of UNACARE is to provide the community access to health care resources and education that is congruent with the health needs and cultural base of the community.

Literature Review

There are very few studies published on patient satisfaction with care provided in academic nursing centers. Gray (1993) reviewed 86 articles on academic nursing centers published from the 1970s through 1991. …

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