Patient Satisfaction with Nurse Practitioner Care in Retail Health Clinics

Patient Satisfaction with Nurse Practitioner Care in Retail Health Clinics

Author: 
Laura J. Tucco
Program of study: 
Ph.D./NUR
Abstract: 
The purposes of this study were to determine if patients treated in retail health clinics reported satisfaction with nurse practitioner care measured with the Nurse Practitioner Satisfaction Survey Retail Health Care (NPSS-RHC), if there was a correlation between demographic characteristics or brand of retail health clinic system and level of satisfaction reported, and if the NPSS-RHC is a reliable and valid measure of patient satisfaction. Three-hundred and sixty participants were recruited in a Midwestern metropolitan area through advertisement in community newspapers or Survey Monkey Target Audience research panel. Each participant completed the 28-item questionnaire and a demographic data form. All scales had a maximum value of five. The mean total satisfaction score was 4.04 (SD = 0.58), subscale scores were 4.00 (SD = 0.63) for satisfaction, 4.11 (SD = 0.62) for scheduling, and 4.10 (SD = 0.60) for communication. There was no correlation between total satisfaction score and demographic characteristics (R2 = 0.061) or brand of retail health clinic system (R2 = 0.007). The NPSS-RHC demonstrated internal consistency reliability in the pilot (α 0.57 scheduling, α 0.83 communication, α 0.96 satisfaction) and primary study (α 0.80 scheduling, α 0.96 communication, α 0.85 satisfaction). Evaluation of validity indicated the NPSS-RHC is valid for measuring patient satisfaction with NP care. The NPSS-RHC reliably measured patient satisfaction with NP care in retail health clinics. The tool is suitable for use in clinical practice as well as in research and provides the NP the opportunity to measure one outcome of nurse practitioner care.
Dedication: 
I dedicate this dissertation project to nurse practitioners around the world who care for and work with patients daily in the pursuit of better health outcomes. Thank you to the patients who seek care from nurse practitioners and have realized the value in nurse practitioner delivered care. You both inspire me daily and this dissertation has been possible because of you.
Acknowledgements: 
Thank you to Dr. Kathleen Puntillo. You hired me as your first Research Assistant during my time at UCSF. I was never really interested in research until I worked with you. This was an inspiring time in my career and gave me the research bug and the desire to continue my studies and pursue my doctorate. To my many friends, family members, and colleagues, I appreciate the support and encouragement you have given me throughout the many years I have been a doctoral student. I really appreciate your interest in my project and the words of encouragement you have given me. This has been very helpful to me during the long and arduous doctoral journey. Especially thank you to my mother, Jane, who has always been my biggest cheerleader. To my late Father Joe and Grandma Ruth. I miss you both. I am so sorry that you could not be here to see me achieve my goal. I will always remember you for many reasons including your support of my educational goals. Dad, I appreciate that you always wanted me to have the best education possible. I appreciate the support you gave me while you were on this earth. I am grateful to the many current and former staff and faculty at the University of Phoenix who have had some part to play in supporting me throughout my course work and the dissertation process. A special thank you to my Dissertation Chair, Dr. Trisha Jenkins, and my Committee members Drs. Maria Revell and Regina Phelps. It takes a village to raise a doctoral student. I could not have seen my project come to fruition without all of you. Finally, thank you God for giving me many talents, the drive to pursue my dreams and the desire to make this world a better place daily!