title: Relationships among patient satisfaction, intent to return, and intent to recommend services provided by an academic nursing center.
abstract: Patient satisfaction is an indicator and component of high quality care and service and the viability of academic nursing centers is dependent on patients' return visits and new patients' visits. The major purpose of this study was to determine patients' satisfaction with the quality of health care services provided by an academic nursing center. A secondary purpose was to determine the relationships among patient satisfaction, intent to return, and intent to recommend services. The study consisted of a convenience sample of 107 adult patients who responded to an investigator generated patient satisfaction survey. Findings indicated that 94 (87.8%) of the patients were satisfied. Stepwise regression analysis identified treatment with respect, the rating of care received, and the helpfulness of the person at the front desk as the strongest predictors of patient satisfaction. Correlation analysis revealed that patient satisfaction is highly correlated with intent to return and intent to recommend services (p < .01).
authors.affiliation: University of Mississippi School of Nursing in Jackson, Mississippi, USA.
authors.forename: Mary H
authors.initials: MH
authors.lastname: Hill
authors.forename: Theresa
authors.initials: T
authors.lastname: Doddato
mesh_terms: D000293:Adolescent; D000328:Adult; D017677:Age Distribution; D000368:Aged; D001291:Attitude of Health Personnel; D002648:Child; D005006:Ethnicity; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D033182:Intention; D008297:Male; D008507:Medically Underserved Area; D008875:Middle Aged; D008922:Mississippi / Q000453:epidemiology; D009738:Nursing Service, Hospital / Q000706:statistics & numerical data*; D010358:Patient Participation / Q000706:statistics & numerical data*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D017678:Sex Distribution; D019037:Urban Health Services / Q000706:statistics & numerical data*