Factors Influencing Patient Satisfaction with Nursing Care in NHS

This report, titled "A Study to Assess Patient Satisfaction with Quality of Nursing Care: A case study of NHS UK," delves into the multifaceted aspects of patient satisfaction within the National Health Service (NHS). The research explores the historical context of the NHS, defining key concepts such as patient satisfaction and quality of nursing care. It investigates the factors that influence patient satisfaction, including the quality of care, service provider behavior, organizational policies, the working environment, technology, and equality and diversity within healthcare settings. The study aims to identify the relationship between patient satisfaction and the quality of nursing care, as well as recommend strategies for enhancing public satisfaction within the NHS. The literature review provides a foundation for understanding these themes, drawing on various sources to analyze patient experiences and the effectiveness of healthcare practices. This study provides a detailed analysis of factors affecting patient satisfaction in the NHS, along with recommendations for improvement.

Research Methodology Component
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Table of Contents
Research Aim...................................................................................................................................1
Research Objective..........................................................................................................................1
Research Questions..........................................................................................................................1
1 History of national care.......................................................................................................2
2 Concept of patient satisfaction............................................................................................2
3 Meaning of quality of nursing care.....................................................................................3
4 Analyse the factors which influencing patients satisfaction with nursing care...................3
5 Identify the relationship between the satisfaction of patients with quality of nursing care 5
6 Strategies within NHS by which public satisfaction can enhance......................................6
REFERENCES................................................................................................................................8

Research Aim
A study to assess patients satisfaction with quality of nursing care: A case study of NHS UK.
Research Objective
 To understand the meaning of National heath service
 To understand the meaning and concept of patients satisfaction
 To explore the meaning of quality of nursing care
 To explore various aspect of NHS through which patient satisfaction can improve
 To analyse the factors which influencing patients satisfaction with nursing care
 To identify the relationship between the satisfaction of patients with quality of nursing
care
 To recommend the ways and strategies within NHS by which public satisfaction can
enhance.
Research Questions
1 What is the History of national heath service?
2 What is the meaning and concept of patient satisfaction
3 What is the meaning of quality of nursing care
4 What are the aspects of national heath service by which public satisfaction regarding heath can
improve
5 What are the factors influencing patients satisfaction with nursing care
6 Analyse the relationship between the satisfaction of patients and with quality of nursing care
LITERATURE REVIEW
Literature review helps to lay the foundation for the study and also inspire the new
research ideas. Researcher can easily analyse and understand the major topic and its objective
about the research with help of literature review. In the research project, literature review assists
in describing the each topic and its related aspect in deep manner through which learner can
easily understand the research objective and aim. In the present dissertation, the researcher have
main objective is to assess the patient satisfaction with quality of nursing care. For this aim,
researcher have focused on the various these which are discussed in this literature view. In the
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following literature review, researcher has developed various themes in order to get the
knowledge about the patient satisfaction in the health and care organisation. With help of this
literature review, scholar can conduct the deep analysis of the topic of patient satisfaction.
1 History of national care
Haas and Yorio, (2016) stated that national heath service is the name of the public heath
service which provides a range of heath services. It is a publicly funded national healthcare
system in the United kingdom. This organisation funded primarily by taxation provides a free or
low cost heath care to all legal residents of the UK. In the opinion of Ellenbecker and Tsai,
(2015) said that the national heath service was created out of the idea that good healthcare should
be available to all regardless of wealth. It has major three core principle that are it meets the
needs of everyone, it is free at the point of delivery, it is based on clinical need, not ability to
pay.
2 Concept of patient satisfaction
According to the view of Ellenbecker and Tsai, (2015) in the heath and care
organisation, the main work is to deliver the heath care services and treatment to patients so as
they can improve their illness and heath problems. Service users are major part of the heath and
care organisation who are seeks to improve their heath disease and issues. The entire function
and practices of the heath and care organisation are build for the patients and their treatment.
Thus, it can be said that the major objective of every heath care organisation is to satisfy the
needs and requirements of the patients. While the heath issues and disease of the service users
effectively satisfied then they can able to improve their heath. Patient satisfaction is very
important for growth and success of the heath and care company. If patients are not fully
satisfied with treatment and care services then it becomes difficult to attain the objective of
corporation. According to the view of Bernard, (2013) patient satisfaction in the heath and care
company is a measure of the extent to which a service user is content with the heath care which
they received from the service providers. It is a kind of performance indicator measured in a self
report study and a specific type of customer satisfaction metric. Thus, it can be said that patient
satisfaction is that measurement which shows the efficiency and performance of the service
provider in the heath and care organisation. If service users are effectively satisfied that means
service provider have effective efficiency and productivity to improve the heath and deliver
impressive care to patients.
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3 Meaning of quality of nursing care
In the opinion of Morath and Turnbull, (2004) quality heath care is easily defined as
doing the right thing, at the right time and in the right ways to attain the best possible results. On
the contradicting view Henderson, Chalesworth and Martin, (2010) stated that quality heath care
services are that treatment which included safety, patient centred, timely, effective, efficient and
equitable etc. As per his view, the heath care services must included these mentioned aspects
through which patients can effectively satisfied. In this manner, safety refers that patients should
not be harmed by the care that is intended to help them. It means, patient should not injure and
harmed due to the care services and treatment in the heath and care organisation. On the other
hand patients centred refers that care should be based on individual needs and requirements. It is
very important for the service provider to deliver that treatment and services which appropriate
for the issues and heath problem of patient. The care services and treatment should be match to
the illness and issue of heath and it delivers according to requirement. In the accordance of
Röthlin, (2013) quality services must be delivered on the time. In the heath and care
organisation, there must quick and fast care services so a patient are not supposed to wait. Thus,
it can be said that wait and delay in care services should be reduced so as service provider can
able to provide the quality care to patients. In addition to this, care of the patient should be
evidence based and there should not waste the material and resources of the heath and care
services. Furthermore, the quality acre service is that which will equal to all people. It means, in
the heath and care organisation service provider should not discriminate with any patients on the
basis of their age, gender, class, caste, region, income level and personal relation. All services
users should be treated as in equal manner.
4 Analyse the factors which influencing patients satisfaction with nursing care
In the opinion of Shanks and Buchbinder, (2011) patient satisfaction is that indicator
which measures the efficiency and effectiveness of care services of patients. It is a tool for
measuring whether the available heath care supply meets patients heath need and expectations. In
order to attain the objective and aim of the heath and care organisation, it is very important for
the heath care provider to deliver the right services, at right time to the right patients. It is great
responsibility of the service provides to deliver effective care service to patients so as they can
improve their health and disease. Once patient is effectively satisfied then it can be said that
service provider deliver high quality of service. There are various factors which affect the patient
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satisfactions. On the contradicting view of Syrett, (2007) quality is one of the factor which affect
the patient satisfaction level in the heath and care organisation. While service provider deliver
the high quality of treatment and care services then patient satisfaction level can automatically
improve. Thus, it can be said that quality is one of the most important factor which affect the
satisfaction level of service user. In order to provide the high quality of services, organisation
needs to focus on the measures like time, efficiency, effectiveness, security, equality etc. On the
contradicting view Sprenger, (2003) service provider behaviour is another factor which affect the
patient satisfaction level. In the heath and care organisation, only service providers or doctor are
those people which very close to the patients. The improvement in heath of patient is largely
depends upon the efficiency of service provider. If doctor effectively treat with patient and
understand their issue and problem related to heath then they can easily share their each issue
with doctor. In order to effectively understand the heath issue of patient, service provider should
adopt an impressive nature and behaviour with patients. They should treat like family member
and friend so as service user can freely share their each and every issue related to health. Once
doctor and patient have effective bounding then satisfaction level of service users can
automatically improve. On the contradicting view Morath, and Turnbull, (2004) stated that
patient satisfaction level can affected by the organisation policies and practices. If in the
company there are complex rules and regulation for the patients and family member then it
becomes difficult for their survival within the hospital. The policies and practices should be
design according to the suitability of patients and their family members. Flexible and suitable
policies and practices related to the care service can assist to patient and family member with
respect of staying within hospital. On the contradicting view Heginbotham, (2012) stated that
working environment is another important factor which affect the patient satisfaction within the
NHS. Environment of the hospital should be sound so as every one can easily carry out their
working. Atmosphere and environment of the hospital can largely affect the satisfaction level of
patient and their family member. In addition to this, effective working environment also improve
the heath problem of patient in the fastest manner. In the contradicting view Hadad and et.al.,
(2013) said that patient satisfaction level can also largely affected by the technology and
equipment within the hospital. In order to improve the speed of treatment process and deliver the
fastest services to patient, medical equipment and machines related to the treatment plays a very
crucial role within the hospital. Effective and high quality of treatment equipment and machines
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can improve the efficiency and process of care services so as patients and their family member
does not need to long time wait for care services. In the opinion of the Harris, Olsen and Walker,
(2012) said that satisfaction level of the patient is largely affected by the equality and diversity.
In the health and care organisation, various kinds of patients comes who have different age,
gender, caste, class, income level, region, education, occupation etc. A well effective Heath and
care organisation does not partiality with any patients on the basis of their age, gender,
education, occupation, income level etc. Within the corporation, service provider should treat all
patient in equal manner. While organisation partiality with any service users then they will very
disappoint with the services and care. This may directly affect the heath and mentality of patient.
In addition to this, discrimination within the hospital also affect the good will of the organisation
in the market. Thus, it can be said that there are various kinds of factors which affect the
satisfaction level of patient in the NHS like quality of care services, practices and policies of
organisation, behaviour of service providers, technology and equipment, working environment
etc.
5 Identify the relationship between the satisfaction of patients with quality of nursing care
In the opinion of Greener, (2009) in the health and care organisation, patients comes for
improving their heath disease and illness. Thus, it is great responsibility of the organisation to
delivers the effective and appropriate services and treatment to patients. The goodwill of
organisation can improve while its all patients are effectively satisfied. All service providers
have responsibility to deliver the high quality of care services to patients so as they can improve
their health and illness. According to the view of Emerson and et.al., (2012) there is direct
relationship between the satisfaction of patients with quality of nursing care. As once corporation
starts to deliver the high quality of care services and treatment then patients will automatically
attract toward the said organisation. Thus, it can be said that quality care service and patient
satisfaction level have direct relationship. If quality of nursing care within the NHS is improved
then satisfaction level of patient will automatically improve. The quality services are those which
includes various aspects like effectiveness, efficiency, timely service, security, low cost, equality
etc. While NHS focuses on these mentioned measures then it becomes easily to deliver the high
quality services. In the context of security, the care services and treatment should be secure and
safe. There should not any harm occurred with patient and their heath at the time of treatment In
addition to this, the treatment and care services should be relevant to the demand and
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requirement of the patient. The right service and care should deliver to the right customer and at
the right time. Furthermore, equality of services that treatment which is done with equality. In
the health and care organisation, there should not be any partiality with any patient on the basis
of their age, gender, education, income level, occupation, region and personal relation. All
services users should be treated as a same manner for the doctors. While all these mentioned
aspect are considered by the service provider within the company then it can be said that doctor
delivers the high quality of care services and treatment. Once the doctor delivers the high quality
of care and treatment to patient then their satisfaction level can automatically improve. In order
to improver the satisfaction level of the patient, NHS should keep consider all these quality
aspect of the nursing care services.
6 Strategies within NHS by which public satisfaction can enhance.
According to the perception of Earls and Myers, (2010) in the national heath and service,
patient experience is being pushed to the front of the priority list as a key pillar of the quadruple
aim as it relates to determining reimbursements. In order to develop an effective and strong
brand image in the market of the NHS organisation, it is very important to satisfied the all needs
and requirement of the service users. The entire success and growth of the heath and care
organisation is largely depends upon the patient satisfaction. Thus, it is great responsibility of the
organisation manager and service provider to keep consider those measures through which care
services can improve and doctor can deliver high quality and impressive services. There are
various strategies and ways through which care services and level of satisfaction of patient can
improve within the company. In the opinion of Clark, (2011) service provider should use the
patient name while they deliver the care service and treatment to them. This is a simple but often
overlooked detail that goes a long way to individualise the service users experience. This is the
best strategy to feel the patients as doctor is family member or friend of them. While service
provider use the name of patients then for patients it becomes easy to share their problem and
health issue because they feel very comfortable and familiar with doctor. On the contradicting
view Bernard, (2013) stated that satisfaction level of patient can improve by improving the
atmosphere of the patients. Hospital is probably one of the least relaxing place to be. The noise,
harsh lighting, sterile environment and quick place movement don't exactly encourage rest and
relaxation. In order to improve the health and illness of the patients, the environment and
atmosphere of the hospital should be sound and effective. Bowen, Privitera and Bowie, (2011)
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said that in order to improve the satisfaction level of service users, organisation manager should
ensure the cleanliness of the hospital. Cleanliness is an indicator of the hospital quality and
effectiveness. Once the hospital is not clean then it will generate the illness and disease among
the people who are staying there. A well and clean environment and atmosphere of the hospital
can improve the comfortable level of the patient. They can feel happy and safe in the effective
working environment. In the contradicting view Brand, (2012) said that in order to improve the
satisfaction level of patient, company should determine upgraded system and technology in the
process of treatment. High quality of technology and instrument can improve the process and
speed of the treatment so as patient does not need to wait for long time about the treatment. In
order to deliver the high quality and effective care services to patients, company should adopt the
upgraded technology and machines. In the opinion of Alhatmi, (2011) said that patient
satisfaction level can improve with help of the effective policies and practices of the heath and
care organisation. While higher authority of the NHS develop the policies and practices of then
they should keep consider the suitability and flexibility of patients and services providers. While
in the organisation very strict and complex working practices and policies then it will directly
affect the process of services and treatment because it influences the working of services
providers. Suitable and flexible working practices and policies can assist to the patient, family
member and services provider as well. Thus, at the end it can be said that there are direct
relationship between the patient satisfaction level in the NHS and quality of care services. If care
services quality improves then patient satisfaction level can automatically improve within the
national heath service organisation.
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