PATIENT AND FAMILY SATISFACTION WITH INTENSIVE CARE IN A MEGA UNIVERSITY HOSPITAL: AN EXPLORATORY STUDY

Abstract

BACKGROUND: Being admitted to the intensive care unit (ICU) is stressful for both patients and families, in addition to being very costly. Therefore, the ICU was chosen for the conduct of the study in this university hospital, the New Kasr Al-Ainy Hospital (NKHICU), Egypt. This was the first such study for this facility. OBJECTIVE: Identify NKHICU patient and family satisfaction in order to prioritize opportunities for quality improvement. METHODS: This was health-system research involving exploratory design. Work began by providing training for selected NKHICU administrative staff to help with data collection activities. Next, a well-prepared checklist was used to observe some quality dimensions. Finally, satisfaction was identified using two ICU-designed interview questionnaires for patients and family members who matched the study eligibility criteria. Quantitative and qualitative findings were analyzed independently and combined in the discussion. The mean percentage satisfaction scores of the participants were calculated. The reliability of questionnaires was measured using Cronbach's Alpha. RESULTS: The observation revealed 'excellent' results, except for some inconvenient conditions in the family waiting areas. The highest mean percentage score of patient and family satisfaction was for the neat appearance of NKHICU staff (96.4%, and 97.1%, respectively) and the continuous availability of nurses to respond to patient needs (94.7%, and 94.3%, respectively). The least mean percentage score of patient and family satisfaction was for the shortage of required drugs/supplies (51.5%, and 40.7%, respectively). The top suggestions raised by the participants were for increasing the availability of medications/supplies and the reduction in hospital bills. CONCLUSION: The provision of adequate drugs/supplies, reduction in bills, and addressing patients' and families' concerns will improve their satisfaction with services.