Relating family satisfaction to the care provided in intensive care units: quality outcomes in Saudi accredited hospitals

Mahrous, Mohamed Saad

doi:10.5935/0103-507X.20170018

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ORIGINAL ARTICLES • Rev. bras. ter. intensiva 29 (2) • Apr-Jun 2017 • https://doi.org/10.5935/0103-507X.20170018 copy

Relating family satisfaction to the care provided in intensive care units: quality outcomes in Saudi accredited hospitals

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

Objectives:

This study aims to identify the satisfaction levels of the family members of patients in intensive care units.

Methods:

This is a cross-sectional analytical study. General intensive care units offer a variety of services to clinical and surgical patients. For the purpose of this study, a trained interviewer communicated with the families of patients, either before or after visiting hours.

Results:

The study included 208 participants: 119 (57.2%) males and 89 (42.8%) females. Seventy-three (35.1%) of the patients attended a private hospital, and 135 (64.9%) attended a public hospital in the city of Al Madinah Al- Munawarah. All of the participants were either family members or friends of patients admitted to the intensive care units at the hospitals. The responses of both groups yielded low scores on the satisfaction index. However, a relatively high score was noted in response to questions 2, 6, and 10, which concerned the care that was extended by the hospital staff to their patients, the courteous attitude of intensive care unit staff members towards patients, and patients' satisfaction with the medical care provided, respectively. A very low score was obtained for item 11, which was related to the possibility for improvements to the medical care that the patients received. Overall, greater satisfaction with the services offered by the public intensive care units was reported compared to the satisfaction with the services offered by the private intensive care units.

Conclusion:

An overall low score on the satisfaction index was obtained, and further studies are recommended to assess the current situation and improve the satisfaction and quality of care provided by intensive care units.

Keywords:
Professional family relations; satisfaction; Critical care; Quality of health care; Saudi Arabia

Variable	(N = 208) N (%)
Health care facility
Private	73 (35.1)
Governmental	135 (64.9)
Sex
Male	119 (57.2)
Female	89 (42.8)
Cause of admission
Medical	100 (48.1)
Surgical	108 (51.9)
Level of kinship
Father/mother	69 (33.2)
Spouse	8 (3.8)
Son/daughter	24 (11.5)
Brothers/sisters	67 (32.2)
Others	40 (19.2)
Education level
Incomplete high school	68 (32.7)
Complete high school	48 (23.1)
Incomplete college	20 (9.6)
Complete college	72 (34.6)
Age
Mean ± SD	37 ± 20.59
Median	31
Percentile 25	24
Percentile 50	31
Percentile 75	46
ICU length of stay
Mean ± SD	21.79 ± 21.325
Median	17
Percentile 25	6
Percentile 50	17
Percentile 75	30

Questions	Almost all the time	Most of the time	Only part of the time	None of the time	Satisfaction index^* * The satisfaction index was calculated based on the sum of replies received at levels 1 and 2, except for questions 11 and 14, where it was calculated based on the sum of replies reached at levels 3 and 4. The results are expressed as the %.
1. Do you feel that the best possible care is being given to the patient?	36.1	21.6	25	17.3	57.7
2. Do you feel that the hospital personnel care about the patient?	44.7	29.3	24	1.9	74
3. Have the explanations given to you about the patient’s clinical condition been in terms you can understand?	26.4	25	23.6	25	51.4
4. Do you feel that you have been given honest information about the patient’s condition?	28.4	26.9	31.3	13.5	55.3
5. Do you understand what is happening to the patient and why things are being done?	24.5	25	32.7	17.8	49.5
6. Have the intensive care unit staff members been courteous to you?	41.8	33.2	21.2	3.8	75
7. Have any of the staff members shown interested in how you are doing?	22.6	13.5	11.5	52.4	36.1
8. Do you believe that someone will call you at home with any major or significant change in the patient’s condition?	32.2	15.4	13.5	38.9	47.6
9. Have the hospital personnel explained the equipment being used?	33.7	12	17.8	36.5	45.7
10. I am very satisfied with the medical care the patient receives.	38	25.5	17.3	19.2	63.5
11. There are some things about the medical care the patient receives that could be better.	41.8	37	13.5	7.7	21.2
12. Do you feel comfortable visiting the patient in the intensive care unit?	24.5	27.4	36.5	11.5	51.9
13. Is the waiting room comfortable?	28.4	23.6	26.9	21.2	51.9
14. Do you feel alone and isolated in the waiting room?	30.3	13.5	32.7	23.6	56.3

Questions	Private N = 73 N (%)	Governmental N = 135 N (%)	p value
1. Do you feel that the best possible care is being given to the patient?	25 (34.2)	95 (70.4)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
2. Do you feel that the hospital personnel care about the patient?	45 (61.6)	109 (80.7)	0.003^* * Significant at a 0.05 level using Fisher’s Exact test.
3. Have the explanations given to you about the patient’s clinical condition been in terms you can understand?	36 (49.3)	71 (52.6)	0.380 (NS)
4. Do you feel that you have been given honest information about the patient’s condition?	32 (43.8)	83 (61.5)	0.011^* * Significant at a 0.05 level using Fisher’s Exact test.
5. Do you understand what is happening to the patient and why things are being done?	20 (27.4)	83 (61.5)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
6. Have the intensive care unit staff members been courteous to you?	41 (56.2)	115 (85.2)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
7. Have any of the staff members shown interested in how you are doing?	12 (16.4)	63 (46.7)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
8. Do you believe that someone will call you at home with any major or significant change in the patient’s condition?	36 (49.3)	63 (46.7)	0.413 (NS)
9. Have the hospital personnel explained the equipment being used?	16 (21.9)	79 (58.5)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
10. I am very satisfied with the medical care the patient receives.	29 (39.7)	103 (76.3)	< 0.001^* * Significant at a 0.05 level using Fisher’s Exact test.
11. There are some things about the medical care the patient receives that could be better.	24 (32.9)	20 (14.8)	0.002^* * Significant at a 0.05 level using Fisher’s Exact test.
12. Do you feel comfortable visiting the patient in the intensive care unit?	33 (45.2)	75 (55.6)	0.1 (NS)
13. Is the waiting room comfortable?	41 (56.2)	67 (49.6)	0.225 (NS)
14. Do you feel alone and isolated in the waiting room?	49 (67.1)	68 (50.4)	0.014^* * Significant at a 0.05 level using Fisher’s Exact test.

Factor	Median (percentiles)	p value
Health care facility		0.001^* * Mann-Whitney test, which was significant at a 0.01 level.
Private	5 (1 - 11)
Governmental	8 (5 - 11)
Gender		0.06 (NS)
Male	8 (5 - 11)
Female	7 (4 - 11)
Cause of admission		0.143 (NS)
Medical	7 (4 - 11)
Surgical	7 (4 - 11)
Number of visits		0.904 (NS)
Up to 4	6.5 (4 - 12.5)
5 or more	7 (4 - 11)
Education level		< 0.001^* * Mann-Whitney test, which was significant at a 0.01 level.
Up to high school	8 (5 - 11)
College of more	6 (2 - 10)

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[1] Corresponding author: Mohamed Saad Mahrous, College of Dentistry, Taibah University, Al Hezam Street, Al Madinah AL Munawarah, P.O. Box 1263, Kingdom of Saudi Arabia