TITLE:
The level of patients’ satisfaction and perception on quality of nursing services in the Renal unit, Kenyatta National Hospital Nairobi, Kenya
AUTHORS:
James Ndambuki
KEYWORDS:
Quality Health Care; Patient Satisfaction; Utilization of Nursing Services
JOURNAL NAME:
Open Journal of Nursing,
Vol.3 No.2,
May
31,
2013
ABSTRACT: Introduction: Renal failure is on the increase and
patients have to identify with renal services and centres where services for
renal replacement therapies are rendered. This calls for health care workers to
offer services that are perceived as quality and satisfying in order to meet
the biophysical and psychological needs of the patients. Study design: This
was a descriptive cross-sectional study undertaken at the Renal unit of
Kenyatta National Hospital (KNH). Purpose: The study aimed at determining the
level of satisfaction and perception of the quality of nursing services in the Renal
unit. Methodology: The study population included all patients who were seeking
dialysis services during one month period of data collection. The sample size was 151 following data
collection. Data collection tools consisted
of semi-structured questionnaires which were administered with the aid
of research assistants as well as checklists which were self administered. Data
analysis and results: Analysis of data was performed using the statistical
package of social sciences (SPSS) version
16. Results of data analysis were presented in form of descriptive
statistics which included mean, standard deviation and percentages. Regression analysis, t-test and ANOVA were conducted to determine demographic predictors of patient satisfaction
with the nursing services. The results of the study revealed that patients in the
Renal unit were generally satisfied with the nursing services. The aggregate
mean score for all patients on Likert scale was 71.2 out of 105, with a
standard deviation of 16.8. Level of satisfaction was 67.8%. The findings also
showed that there was no association between demographic characteristics with
the levels of satisfaction with the nursing services. Recommendation: The
hospital should keep the patients’ level of satisfaction high and maintain it
through the provision of more dialysis machines and hiring more nurses.