Elements of patient satisfaction: An integrative review

Abstract

Aim: To summarize the scientific literature on the elements essential to understanding a nursing definition of patient satisfaction.

Design: Whittemore and Knafl's methodology was used for this integrative review.

Methods: Articles were included if the studies they explored patient satisfaction in patient populations and measured patient satisfaction using standardized, validated instruments. Elements in this review were defined as the essential components that create the complex concept of patient satisfaction.

Results: Thirty articles were found and analysed in full. Five definitions of patient satisfaction were used, all of which were at least 20 years old. Twenty-two different measures of patient satisfaction were used, six of which were nursing-specific. Sixty-eight elements of patient satisfaction were studied in the included articles. Forty-three elements were reported as having a significant relationship with patient satisfaction, 25 were reported as having no significant relationship. Eight elements had both significant and non-significant relationships.

Keywords: integrative review; measure development; nursing; patient satisfaction; quality of nursing care.

FIGURE 1

Donabedian's model modified to include patient characteristics

FIGURE 2

PRISMA flowsheet