The relationships between patients' perceptions of nurse caring behaviors, nurses' perceptions of nurse caring behaviors and patient satisfaction in the emergency department
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Background: Approximately 100 million people seek care in Emergency Departments yearly, which can be overwhelming for many Emergency Department (ED) nurses. Thus, caring for these patients and meeting their needs is challenging for ED nurses. It is the patients' perceptions of the first caring encounters in the ED that can have a significant impact on patient satisfaction. Objective:The purpose of the study was to examine the relationships between patients' perceptions of nurse caring behaviors, nurses' perceptions of nurse caring behaviors, and patient satisfaction in the ED. Methods: This was a descriptive cross-sectional study that examined the relationships between patients' perceptions of nurse caring behaviors, nurses' perceptions of nurse caring behaviors, and patient satisfaction in the ED. Eighty-six nurse/patient dyads participated in this study. Nurse participants completed the Nurse's Background Information questionnaire and the Caring Behaviors Inventory-24 (CBI-24) (Wu, Larrabee, & Putnam, 2006). Patient participants completed the Patient Background Information questionnaire; the Caring Behaviors Inventory-24 (CBI-24) (Wu, Larrabee, & Putnam, 2006); and the Patient Satisfaction Instrument (PSI) (Hinshaw & Atwood, 1982). Results: Data collected and analyzed indicated that there was a positive relationship between patients' perceptions of nurse caring behaviors and patient satisfaction in the Emergency Department. However, patient satisfaction was statistically significant and negatively associated (β= -.41; p<.001) for the categories of CBI dyad difference scores for the group of nurses who rated themselves more caring than patients rated the nurses. In addition, patient satisfaction scores were not statistically significant for nurse gender, marital status, ethnicity, professional education, employment status, or ED experience. Additionally, there were statistically significant differences (p<.001) between nurses' and patients' perceptions on the subscales of the CBI. These differences were noted on the assurance and connectedness subscales. Discussion: This study indicated that patient satisfaction was significantly related to the patients' perceptions of nurse caring behaviors in the ED. The results of this study may help ED nurses meet the need and expectations of ED patients and deliver individualized patient care.
This dissertation has also been disseminated through the ProQuest Dissertations and Theses database. Dissertation/thesis number: 3689885; ProQuest document ID: 1678177816. The author still retains copyright.
This item has not gone through this repository's peer-review process, but has been accepted by the indicated university or college in partial fulfillment of the requirements for the specified degree.
| Type | Dissertation |
| Acquisition | Proxy-submission |
| Review Type | None: Degree-based Submission |
| Format | Text-based Document |
| Evidence Level | Descriptive/Correlational |
| Research Approach | Quantitative Research |
| Keywords | Caring Behaviors; Emergency Departments; Patient Perceptions |
| CINAHL Subject(s) | Emergency Nursing; Emergency Service; Nursing Care; Patient Attitudes; Patient Satisfaction |
| Grantor | Seton Hall University |
| Advisor | Foley, Marie; Lucas, Judith |
| Level | PhD |
| Year | 2015 |
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