Ward Nurse Satisfaction with Anesthesia Services in Queen Sirikit Heart Center of the Northeast Hospital, KhonKaen Province
Keywords:
Customer satisfaction; ward nurse; anesthesia servicesAbstract
Background and objective: Customer satisfaction is one of the indicators for quality accreditation of The Joint Commission International(JCI)for Queen Sirikit Heart Center of the Northeast Hospital. Ward nurse is an internal customer whose satisfaction has been rarely assessed. The objective of current study was to assess the ward nurse satisfaction regarding perianesthetic service. The subjects that need continuous quality improvement were also identified.
Methods: This was a descriptive study. The inclusion criteria were ward nurses of Queen Sirikit Heart Center of the Northeast Hospital. We distributed 120 questionnaires to 12 wards among 5 departments during May and July, 2016. The questionnaire, with score 1 to 4, was validated by 2 senior anesthesiologists. The data were analyzed and presented as number (%) and mean ±SD using SPSS 16 program.
Results: We received 103 responses (85.7%). The satisfaction score during preoperative period was high (2.97 ± 0.66to 3.31 ± 0.70). Regarding cooperation during immediate postoperative with the PACU the score was high (2.95 ± 0.65 to 3.05 ± 0.60). The score during postoperative period was also high (2.91 ± 0.54 to3.14 ± 0.56). The subjects that need development were self-introduction and forwarding of patient treatment plan to ward nurse both by phone and document.
Conclusions: The overall satisfaction scores of ward nurses regarding cooperation with anesthesia service in every step during perioperative period were high. The areas that need improvement were self-introduction and forwarding of patient treatment plan to ward nurse, both by phone and document.
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