Measuring population-patient satisfaction with public health nursing: A new approach

background:

For public health nurses (PHNs) conceptualizing satisfaction as an individual level construct runs counter to the concept of population as patient. Assessing the satisfaction of the “population-patient” requires reconceptualizing both the patient and dimensions of satisfaction.  This pilot research sought to develop a questionnaire that reliably assesses community members’ satisfaction with the population care provided by public health nurses in their community.

methods:

We conducted a literature search for an existing measure, involved four PHN experts in revising questionnaire items and response categories, and then used the questionnaire with community members in 2010, 2012 and 2014. Participants from community meetings rated whether the PHN met their expectations regarding Value, Communication, Respect, Leadership, Enthusiasm, Expertise, and Population-focus. Using 108 surveys from six LHDs we assessed the means and alpha reliability of each satisfaction domain. 

results:  

The Enthusiasm domain had the highest rating (4.5) and highest alpha reliability (.90) whereas Expertise domain had the lowest rating (4.3).  All domains except Communication (alpha .68) had an alpha reliability above .70. Analysis of variance showed significant difference by LHD on Values (p=.002), Communication (p= .04) and Enthusiasm (p=.03).  Feedback from participating PHNs indicated the questionnaire was easy for community members to complete and raised no concerns.

conclusions:

PHNs surpassed expectations in working with communities, indicating moderate satisfaction from the population patient. Replication is warranted with a larger sample.  This questionnaire can be used by PHNs and others to make assess satisfaction on a population level and make quality improvement changes.