Abstract
The development and use of a patient-satisfaction questionnaire focused on nursing are described.
The questionnaire comprised 27 questions in areas which have been emphasized in the iterature as significant, together with two questions asking for comments or suggestions. The questionnaire was mailed to the patients' homes by a person outside the hospital unit in accordance with earlier methodological experience. All the patients discharged during one month from a university hospital were included. There were 2.260 (54%) responses, showing that most of the patients (>80%) rated the care as excellent or very good, but 2% rated it as poor or very poor. Items rated positively were the staff's attitude in listening and showing respect, their gentle handling and a good ward atmosphere. The patients' confidence in the staff's knowledge and skills was high. Dissatisfaction was expressed about information given e.g. on future self-care, explanations, discharge planning, the food and the bed. Many made suggestions for improvement, which also are reported.
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