This document discusses nurse and patient satisfaction. It defines job satisfaction for nurses as positive feelings about their work, while patient satisfaction measures how content patients are with their healthcare. Factors that influence satisfaction include motivators like achievement and hygiene factors like pay and conditions. The objective of patient satisfaction is to provide positive outcomes for patients, staff, and the organization. Ten pillars of patient satisfaction are outlined, and advantages of high nurse and patient satisfaction are improved retention, referrals, and staff morale. Professionals are advised to prioritize patient priorities and involvement.

1. Nurses satisfaction and
patient satisfaction
By/ Mahmoud Shaqria
‫شقريه‬ ‫محمد‬ ‫محمود‬

2. Outlines:
• INTRODUCTION OF PATIENT SATISFACTION
AND NURSING SATISFACTION
• Definition of Job Satisfaction
• Factors leading to satisfaction
, dissatisfaction
• Definition of Patient satisfaction
• OBJECTIVE OF PATIENT SATISFACTION
• PRINCIPLES OF PATIENT SATISFACTION
• TEN PILLARS OF PATIENT SATISFACTION
• ADVANTAGE OF PATIENT SATISFACTION, STAFF SATISFACTION
• ROLE OF PROFESSIONALS

3. INTRODUCTION
Patients’ satisfaction constitutes a significant indicator
of the health care quality. Donabedian, a long time ago,
attributed patients’ satisfaction a totally separate
dimension, considering that the final quality
confirmation is not only defined by the effectiveness of
medical care, that is the desirable health level, but from
the patient’s satisfaction as well, which consists an
integral part and recognizable indicator of the quality of
health care provided . Besides assessing the provided
services.

4. •Job satisfaction is the collection of feelings
and beliefs people have about their current
jobs.
•Job satisfaction is a positive feeling about
your job resulting from an evaluation of its
characteristics.

5. • Every worker has two sets of needs or requirements:
motivator needs and hygiene needs.
• Motivator needs refers to the achievement,
recognition, responsibility etc., the presence of which
causes satisfaction but their absence does not result
in dissatisfaction.
• Hygiene needs are associated with the salary ,
working conditions, job security etc., the absence of
which causes dissatisfaction but their presence does
not result in job satisfaction.

8. Patient satisfaction
• is a measure of the extent to which a
patient is content with the health care
which they received from their health
care provider.

9. OBJECTIVE OF PATIENT SATISFACTION
Health Care Institutions are primarily patient
centric.
Patient Satisfaction is the strongest determinant
of hospital functioning.
 Ultimate goal of the hospital is satisfaction of its
customers.

10. Not only to satisfy and cared-for patients and
families, but also a positive outcome for your
staff, your community and your
organization’s health.
Patient Satisfaction depends on workers
motivation, dedication and duty towards the
patients.

11. PRINCIPLES OF PATIENT
SATISFACTION
1. QUALITY OF CARE:
• The quality patient experience doesn’t happen
by accident but by standardized practice.
• A consistently great patient experience is not a
matter of attitude, awareness or positive intent
but a matter of design and continuous quality
improvement.

12. 2. MANAGING ANXIETY, FEAR AND PAIN:
• “ Anxiety is the rust of life, destroying its
brightness and weakening its power.” (Anon)
• Patients are highly anxious.
• To create an exceptional patient experience, we
need to focus on preventing or lessening anxiety
for patients and families.
3. BETTER COMMUNICATION:
• Some emotions don't make a lot of noise.
• If we don’t communicate our caring, patients and
families might think we don’t care

13. 4. PERSONAL ATTENTION:
• Patients and families want personalized care
and service .
5. STAFF ACCOUNTABILITY:
All staff must be accountable for their role like:
• Clear responsibility
• Clear performance
• Sound measurement and feedback
• Courageous conversations
• Consequences reporting.

14. 6.SOUND ORGANISATION CULTURE:
• The more strongly your hospital’s culture
supports the quality patient experience, the
more sustainable are impressive levels of
patient satisfaction.
• Effective long-term strategies inevitably
involve a fresh look at the hospital culture and
how it drives or restrains your patient
experience vision

15. TEN PILLARS OF PATIENT SATISFACTION
1. Leadership Vision and Commitment
2. Process Design and Continuous Improvement
3. Employee Engagement and Empowerment
4. Accountability for all category of staff
5. Monitoring and Feedback
6. Vertical and horizontal Communication
7. Staff Development and Training
8. Reward and Recognition
9. Service Recovery Dissatisfaction to satisfaction
10.Patient Focus and Sustainability

16. ADVANTAGE OF PATIENT
SATISFACTION
• PATIENT SATISFACTION:
1. Greater profitability.
2. Improved patient retention and patient
loyalty.
3. Increased patient referrals.
4. Improved compliance.
5. Improved productivity.
6. Better staff morale

17. ADVANTAGES OF NURSE SATISFACTION:
1. Reduced staff turnover.
2. Improved collections.
3. Greater efficiency.
4. Reduced risk of malpractice suit.
5. Personal and professional fulfillment.

18. ROLE OF PROFESSIONALS
Understand the importance of patient
involvement in their own health and health
care, as co-producers, not consumers
Prioritize what is important to patients and
their informal careers, whilst maintaining a
critical professional view
Maintain what is perceived to be good and
improve what needs improving

19. Involve all staff from the beginning in the
effort
Draw comparisons over time and with other
care givers
Cultivate Team Climate
• Acknowledge Team Member Contributions
• Demonstrate Mutual Respect
• Hold members accountable for Outcomes
Develop team work Culture