Abstract:
Background: Patient satisfaction is a complex process having many contributing factors to
the degree of satisfaction. Satisfaction of a patient has become a critical task due to
increased educational status and changing the roll of the patient from passive user to active
participants.
Objectives: This study aimed to explore the contributory factors of patient satisfaction with
nursing care in surgical-medical wards of Teaching Hospital Karapitiya.
Methodology: In this phenomenological study, experiences were explored through the
purposive sample of key informants including two nurses, two middle and lower level nurse
administrators and a nurse educator. Data were collected through in-depth interviews with
semi-structured interview guide in August 2018. They had 23-26 years experiences in
nursing. Interviews were audiotaped and transcribed verbatim. Data were coded and
analysed using thematic analysis (hermeneutic approach). Trustworthiness was maintained
throughout the study.
Results and conclusiona: Three major themes and nine sub themes emerged associated
with patient satisfaction. Patient factors, nurse factors and organizational factors were the
key themes. Subthemes of patient factors included attitudes and needs of the patients. Nurse
factors included soft skills, nurses’ education, caring behaviours, and nurses’ satisfaction.
Subthemes of organizational factors included nurses’ workload, physical condition of the
hospital and organizational culture. One of the participants stated that patients do not expect
more. However, key informants were in the view that patients’ dignity should be
maintained. Some needs of the patients according to key informants were warm welcome
and opportunity to charge mobile phones. Nurses were knowledgeable and technically
competent, but soft skills including caring behaviour affect with patients satisfaction
adversely. Satisfaction of the patients depends on the factors related to patients, nurses and
organization. Satisfactory surveys, improvement of organizational culture, update
knowledge of nurses and behavioural change of nurses will increase patient satisfaction.
