Customer Satisfaction in the nursing care process: assessing the quality of the care relationship between health care provider and patient post Covid-19

Abstract

Patient-centeredness and improved care have long been the focus of interest in national health care facilities. In order to identify possible critical issues and to be able to to increase the quality of the offered services, a pilot study was conducted to assess the communication satisfaction between health professionals and users within the NICU and the Cardiology O.U. of the Pellegrini Hospital in Naples.

In particular, we’re presenting a qualitative observational survey of the helping relationship during the pandemic emergency and the post-pandemic period. Through the administration of two mirrored questionnaires, one addressed to hospitalized and discharged patients and the other to health care workers, it was possible to demonstrate that, despite the important restrictions following the COVID-19 pandemic, the quality of the caregiver-patient relationship didn’t lose value, confirming what has been already observed within a pilot study conducted at San Paolo hospital in Naples.

From a health psychology perspective, it is interesting to promote such reflections in the health worker/patient/caregiver relationship to strengthen that salutogenetic power represented by the aforementioned relationship.