Measuring Patient Satisfaction with Postpartum Teaching Methods Used by Nurses within the Interaction Model of Client Health Behavior

By Wagner, Debra L.; Bear, Mary et al. | Research and Theory for Nursing Practice, October 1, 2011 | Go to article overview

Measuring Patient Satisfaction with Postpartum Teaching Methods Used by Nurses within the Interaction Model of Client Health Behavior


Wagner, Debra L., Bear, Mary, Davidson, Nangela S., Research and Theory for Nursing Practice


The purpose of this study was to determine the relationship between new mothers' interaction with nurses using different teaching methods to provide postpartum discharge teaching and their satisfaction with nursing care. Cox's Interaction Model of Client Health Behavior (IMCHB) provided the framework for this study. This study used a quasi-experimental posttest design with two groups to examine patient satisfaction with different teaching methods used by nurses to provide postpartum education. The Modified Client Satisfaction Tool measured satisfaction with discharge teaching. Data were analyzed with descriptive statistics, chi-square, Kendall's tau, and Mann-Whitney U tests. The data showed high satisfaction scores for new mothers receiving both methods of discharge teaching, indicating that new mothers who received the traditional method of discharge instruction provided by nurses were just as satisfied as those who received the demonstration/return demonstration method of discharge instructions provided by nurses. Providing individualized care, based on the expressed needs of the patient, was demonstrated in this study to result in high satisfaction with nursing care using both methods of providing postpartum discharge teaching.

Keywords: patient satisfaction; postpartum period; patient discharge; teaching

Measurement of patient satisfaction with nursing care, an important indicator of quality, continues to be of utmost importance to the discipline of nursing (Han, Connolly, & Canham, 2003; Kuosmanen, Hätönen, Jyrkinen, Katajisto, & Välimäki, 2006; Mrayyan, 2006; Schmidt, 2003). Current regulations require hospitals to make patient satisfaction surveys available to the public in order to secure financial reimbursement from governmental sources. Therefore, patient satisfaction is a critical benchmark in the achievement and maintenance of a hospital's reputation for superior health care.

Many patients choose a hospital facility based on recommendations from family and friends (Harriott, Williams, & Peterson, 2005). Satisfaction with care significantly influences this recommendation (Laschinger, Hall, Pedersen, & Almost, 2005; Otani & Kurz, 2004). Cleary, Horsfall, and Hunt (2003) found that patients who described satisfaction with their discharge teaching and overall nursing care were more likely to return to that same facility for other hospitalization needs, which could potentially increase revenues to the hospital. Thus, it is important to determine primary areas of nursing care that may provide high patient satisfaction ratings. Postpartum nursing care should be part of such an investigation. Postpartum women have unique nursing care and educational needs. The maternity nurse who provides for the physical care of both mother and newborn has an obligation to teach new mothers how to care for themselves and their newborn (Bowman, 2005, 2006; Sword & Watt, 2005) and to document the effect their educational interventions have on health outcomes, including patient satisfaction with teaching (Oermann, 2003). The provision of competent and positive experiences while educating patients regarding self-care and infant care along with the development of mentoring relationships between nurses and mothers are essential components of maternity care and contribute to both maternal and infant health outcomes and patient satisfaction with nursing care (Laschinger et al., 2005; Williams & Cooper, 1996). However, nurses may not know how to best address the postpartum education needs of all new mothers in order to attain high levels of patient satisfaction and to maintain a good reputation for the hospital maternity unit.

A considerable amount of research has been conducted previously to determine the learning needs and concerns of postpartum women. However, little is known about patient satisfaction with postpartum education and even less about satisfaction with the method used by nurses to provide this information. …

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