Comparative analysis of patient and family satisfaction in Spanish Intensive Care Units: A cross-sectional study of the impact of diagnosis

Abstract

Background: Analysing relatives and patients experiences and satisfaction can highlight areas for improving Intensive Care Units (ICUs) care. Patients and families may differ about satisfaction and experience, depending on the diagnosis and procedures. We aimed to compare the experience and satisfaction of patients according to diagnosis, severity, and the procedures received, and also between relatives and patients.

Methods: Prospective analysis of voluntary responses to the FS (Family Satisfaction)- ICU 24 R questionnaire from surviving ICU patients and their relatives (January-April 2023) in four Spanish hospitals, according to diagnostic groups. Responses were scored on a Likert scale (0: worst score; 100: best score), and means and standard deviations were compared.

Results: 185 responses were analysed, mostly acute cardiac pathology patients (91, 50.83%), followed by septic shock patients (22.9%). Patients rated the team performance higher than their relatives (98.79 ± 5.37 vs 89.68 ± 18.43; p < 0.0001), also symptom management such as pain (95.62 ± 9.52 vs 89.64 ± 17.24; p = 0.0001, and dyspnoea (94.23 ± 12.27 vs 88.09 ± 17.87; p = <0.001), the information process (91.50 ± 13.43 vs 83.17 ± 21.00; p < 0.001), and decision-making (80.38 ± 13.60 vs 65.84 ± 23.60; p < 0.001). Patients found visits to be scarce (43.75 ± 20.79), although their families were satisfied with their involvement in care (85.49 ± 19.64). Patients with sepsis and septic shock rated pain management the lowest compared to other diagnostic groups (sepsis/septic shock 89.58 ± 12.5 vs 98.61 ± 5.89; p < 0.001).

Conclusions: Open visiting policies and enhancing the protocols for conscious sedation/analgesia in invasive procedures are opportunities to improve the satisfaction and experience of ICU patients and their families.

Keywords: Humanization; Intensive care; Quality of care; Satisfaction; Visiting policy.