Includes bibliographical references.

Abstract

Patient satisfaction assessment is becoming an important indicator of healthcare outcomes. Assessment of patient satisfaction is not performed routinely in many healthcare institutions. On 2013, Department of Health listed 23,000 End-Stage Renal Disease patients, these figures show End-Stage Renal Disease patients that needs to recognize their overall behavior, to offer them their preferred care, which will satisfy their necessities. This study is vital as it searches for health services quality, proper application of procedure, evaluation on facilities, coordination and communication, interpersonal relationship, rapport and relationship between the patient and the healthcare providers.

The aim of the study is to assess the hemodialysis patients’ level of satisfaction to hemodialysis services (Physical Services, Medical Services, Nursing Services, and Other Services). Subsequent to this, the demographic profile of the patient was also assessed in terms of age, and the length on hemodialysis. Other hemodialysis service was also determined by the frequency of observation as perceived by the respondents. The patients’ level of satisfaction is evaluated as extremely satisfied, very satisfied, satisfied, very dissatisfied, and extremely dissatisfied. The study utilized a quantitative research design using a researcher- made questionnaire as a tool in gathering data from the hemodialysis patients. Following the collection of data, the simple percentage formula and Pearson product moment formula were used for statistical treatment of the data gathered.

The results revealed that among the 24 respondents, it appeared that majority of the patients at the hemodialysis unit is at the age group of 61-80 years old and mostly received their hemodialysis procedure 2-5 years already. Majority of the respondents are satisfied with the Physical Services, Medical Services, and Nursing Services and very satisfied to Other Services. Other Services experienced by the respondents in the hemodialysis unit are as follows: Provision of television and music for entertainment, coordination of the hemodialysis unit with social workers and insurances, and Provision of outpatient support. The results revealed that there is a significant relationship between Other Services and the patients’ level of satisfaction.

Therefore, the researcher concludes that the respondents are satisfied to Physical Services, Medical Services, and Nursing Services. Furthermore, it is also concluded that the respondents are very satisfied to Other Services.

College of Health Sciences Graduate Studies Master of Arts in Nursing with specialization in Medical-Surgical Nursing

Text in English