OBJECTIVE: To test a path model evaluating the influence of cultural competence of nurses on patient satisfaction and the mediating role of patient trust.
BACKGROUND: In
China, there has been an increase in medical disputes, which at times has resulted in physical assaults on healthcare providers. Enhanced patient satisfaction may reduce disputes and can perhaps be bolstered by the improved cultural competence of providers.
METHODS: A cross-sectional path analytic research design was used.
METHODS: A random sample of 583 hospitalized patients recruited from six tertiary comprehensive hospitals in Changsha,
China in 2016 completed a face-to-face structured questionnaire. Measures included the Consumer Assessment of Healthcare Providers and Systems Cultural Competency Item Set, the Wake Forest Physician Trust Scale, the Patient Satisfaction with Primary Nurses Scale and the Patient Overall Satisfaction with the Hospital Scale.
RESULTS: Significant associations among cultural competence of nurses, patient satisfaction and patient trust were confirmed, and path analyses supported the proposed mediating role of patient trust. Furthermore, the cultural competence subscales of communication-positive behaviours, trust-building behaviours and shared decision-making were positively and significantly correlated with patient satisfaction.
CONCLUSIONS: Findings suggest interventions should be designed to improve nurse\'s cultural competence, especially in the domains of communication-positive behaviours, trust-building behaviours and shared decision-making, and trust, to improve patient satisfaction.
目的: 检验用以评估护士文化能力对患者满意度的影响及患者信任中介作用的路径模型。 背景: 在中国,医疗纠纷不断增多,有时会导致医疗服务提供者遭受人身攻击。患者满意度的提高可以减少纠纷,而患者满意度可能通过提供者文化能力的提高而得到加强。 设计: 使用截面路径分析研究设计。 方法: 2016年,中国长沙市六所三级综合医院随机抽取583名住院患者,完成了一份面对面的结构化问卷。这些措施包括消费者对医疗保健的评估 供应商和系统文化能力项目集、Wake Forest医生 信任量表、患者对基层护士满意度量表和患者对医院整体满意度量表。 结果: 证实护士文化能力、患者满意度和患者信任之间存在显著相关性,路径分析支持所提出的患者信任的中介作用。此外,沟通-积极行为、建立信任行为和共享决策的文化能力分量表与患者满意度呈正相关且显著相关。 结论: 调查结果建议,应设计可提高护士文化能力的干预措施,特别是在积极沟通行为、信任建立行为和共享决策以及信任方面,从而提高患者满意度。.