Public perception of hospital-based nursing care: a study of the Tamale Metropolis in Ghana
Keywords:Nursing care, Patients’ experiences, Public perception, Patients’ satisfaction, Quality of care
Background: A key contributor for the improvement of patients’ health outcomes and their holistic well-being after hospital stay is the quality of nursing care received in hospitals of which may also be influenced by the perceptions the public precisely patients have about nursing care. This study assessed the public perception of hospital-based nursing care in the Tamale metropolis.
Methods: The study was conducted at the Tamale Central Hospital in Ghana and employed a qualitative approach with an in-depth interview guide in collecting primary data from 30 participants. The interviews were transcribed and analysed using thematic analysis and the common themes identified were presented in line with the objectives of the study.
Results: With respect to the experiences the patients had, it was revealed that they had both negative and positive experiences. While the positive experiences were related to the quality of care, the negative experiences on the other hand were on the attitude of nurses. The study also revealed that nurses’ attitudes, mode of service delivery and professional ethics which include respect for patient and communication were the major factors that influence patients’ satisfaction.
Conclusions: The study revealed that the public have negative perception towards nursing care resulting from unmet expectations. Policies should be formulated to ensure effective communication, empathy, and respect which will help ensure patients satisfaction with healthcare delivery at the hospitals since these appear to be the best predictors of patients’ satisfaction.
Sun JH, Twomey M, Tran J, Wallis LA. The need for a usable assessment tool to analyse the efficacy of emergency care systems in developing countries: proposal to use the TEWS methodology. Emerg Med J. 2012;29(11):882-6.
Gishu T, Weldetsadik AY, Tekleab AM. Patients’ perception of quality of nursing care; a tertiary center experience from Ethiopia. BMC Nurs. 2019;18(1):1-6.
Shawa E. Patients’ perceptions regarding nursing care in the general surgical wards at Kenyatta national hospital. 2017. Available from: http://hdl.handle.net/10755/621210. Accessed on 4 March 2023.
Butler R, Monsalve M, Thomas GW, Herman T, Segre AM, Polgreen PM, et al. Estimating time physicians and other health care workers spend with patients in an intensive care unit using a sensor network. Am J Med. 2018;131(8):972-e9.
Mohammad MA. Healthcare service quality: towards a broad definition. International journal of health care quality assurance. 2013;26(3):203-19.
Ayyub R, Kanji Z, Dias J, Roshan R. Perceptions of patients regarding quality nursing care (QNC) at a tertiary care hospital, Karachi. Pakistan. J Clin Res Bioeth. 2015;6(254):2.
Buchanan J, Dawkins P, Lindo JL. Satisfaction with nursing care in the emergency department of an urban hospital in the developing world: a pilot study. Int Emerg Nurs. 2015;23(3):218-24.
Braaf S, Ameratunga S, Nunn A, Christie N, Teague W, Judson R, et al. Patient-identified information and communication needs in the context of major trauma. BMC Health Serv Res. 2018;18:1-3.
World Health Organization. Strengthening the doctor-patient relationship. WHO Regional Office for South-East Asia; 2013.
Vasileiou K, Barnett J, Thorpe S, Young T. Characterising and justifying sample size sufficiency in interview-based studies: systematic analysis of qualitative health research over a 15-year period. BMC Med Res Methodol. 2018;18:1-8.
Connelly LM. Trustworthiness in qualitative research. Medsurg Nurs. 2016;25(6):435.
Korstjens I, Moser A. Series: Practical guidance to qualitative research. Part 4: Trustworthiness and publishing. Eur J Gen Pract. 2018;24(1):120-4.
Ahmed T, Assefa N, Demisie A, Kenay A. Levels of adult patients’ satisfaction with nursing care in selected public hospitals in Ethiopia. Int J Health Sci. 2014;8(4):371.
Afaya A, Hamza S, Gross J, Acquah NA, Aseku PA, Doeyela D. Assessing patient’s perception of nursing care in medical-surgical ward in Ghana. Int J Car Sci. 2017;10(3):1329-40.
Yusefi AR, Sarvestani SR, Kavosi Z, Bahmaei J, Mehrizi MM, Mehralian G. Patients’ perceptions of the quality of nursing services. BMC Nurs. 2022;21(1):1-1.
Rademakers J, Nijman J, van der Hoek L, Heijmans M, Rijken M. Measuring patient activation in The Netherlands: translation and validation of the American short form Patient Activation Measure (PAM13). BMC Public Health. 2012;12(1):1-7.
Evensen CT, Yost KJ, Keller S, Arora NK, Frentzel E, Cowans T, et al. Development and testing of the CAHPS cancer care survey. J Oncol Pract. 2019;15(11):e969-78.
Munyewende PO, Nunu WN. Patient satisfaction with nurse-delivery primary health care services in Free State and Gauteng provinces, South Africa: a comparative study. Afr J Prim Health Care Fam Med. 2017;9(1):1-8.
Agbele TO, Nwambo JC, Nwankwo UC. Patients’ perception of quality nursing care in a Federal Medical Centre. SSRG Int J Nurs Health Sci. 2018;4(1):1-6.
Okankwu EA, Emordi NA, Ezekiel R. Patients’ Characteristics and their perception of nursing care at Rivers State University Teaching Hospital, Port Harcourt. ARC J Public Health Community Med. 2020;5(2):13-22.
Ofei-Dodoo S. Patients satisfaction and treatment outcomes of primary care practice in Ghana. Ghana Med J. 2019;53(1):63-70.
Boadi EB, Wenxin W, Bentum-Micah G, Asare IK, Bosompem LS. Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach. Canad J Appl Sci Technol. 2019;7(3).
Odeyemi O. SAssessment of Patient Satisfaction with Nursing Care in Selected Wards of the Lagos University Teaching Hospital (Luth). Biomed J Scient Tech Res. 2019;17(1):12489-97.
Ndambuki J. The level of patients’ satisfaction and perception on quality of nursing services in the Renal unit, Kenyatta National Hospital Nairobi, Kenya. Open J Nurs. 2013;3(2):1-9.