Kwaliteit verpleegsorg: pasiënte se belewenisse

[摘要] English: The purpose of the study was to describe patients' experience of nursing care as an indicator of the quality of nursing care that they received. Patients evaluate the quality of nursing care according to their own experience and perceptions. A qualitative, phenomenological and contextual research was done to explore and describe fifteen patients' experiences of nursing care. Data collection was done by means of in-depth interviews. In this study a positive experience of nursing care experience by the patients indicated patient satisfaction and therefore that quality nursing care was rendered. Negative experiences indicate that the patients were not satisfied with the nursing care and therefore quality nursing care was not rendered. The data was analysed according to the steps described by Tesch. The following characteristics that describe quality nursing care were identified: applicability, professional knowledge and competence, therapeutic environment, acceptability, accessibility and patient satisfaction. The respondents experienced the professional behaviour of nurses as well as their dedication in doing nursing procedures as positive. Communication and pain management that forms part of professional behaviour, were negatively experienced by most of the respondents. Accessibility was also positively experienced by the majority of the respondents. The therapeutic environment as part of quality care was experienced as both positive and negative by an equal number of respondents. Acceptability of nursing care was experienced as positive, meaning that quality nursing care was rendered. Respondents experienced applicability negatively due to the fact that they experienced that the personnel was short staffed. Respondents experienced that this lead to a high working load. The majority of respondents experienced patient satisfaction. It is indicated through this study that the experience of the patient of the most important role player in health care, the patient, could differ from the information obtained through questionnaires or surveys. This finding should not merely be ignored if rendering of quality care is an important focus of a company or department.

[发布机构] University of the Free State