Surgical patient satisfaction as an outcome of nurses’ caring behaviors: a descriptive and correlational study in six European countries

Rationale and aims. The aim of this cross-national study was to define the variance in patients’ satisfaction explained by caring behaviours perceived by surgical patients from six countries: Cyprus, Czech Republic, Greece, Finland, Hungary and Italy. Methods. A multicentre descriptive and correlational design was adopted in Autumn 2009, using the Caring Behaviour Inventory (CBI), short version (24 items) and Patient Satisfaction Scale (PSS). Data were analysed statistically. Results. 1,565 patients participated in the study. According to the patients involved, nurses performed caring behaviours between quite often (score = 5) and often (score = 6). Patients’ satisfaction with nursing care was also high, between satisfied (score = 3) and very satisfied (score = 4). A positive correlation emerged between CBI and PPS (r = 0.66, p = < 0.01) ranging between countries from 0.27 to 0.85 (Czech Republic r = 0.27, Cyprus r = 0.76, Finland r = 0.71, Greece r = 0.85, Hungary r = 0.63, and Italy r = 0.45 [p < 0.01]. The caring behaviours factor mainly explains patients’ satisfaction in “Connectedness” (R2=0.404 of satisfaction explained), followed by “Assurance” (R2=0.032) and “Respectful” (R2= 0.005). Conclusion. Caring behaviours enacted by nurses determine an important proportion of patient’s satisfaction. This association, in the context of the documented relationship between patient’s satisfaction and patients’ safety and well being, suggests several implications for nursing education and Nursing Health Service.