Mary Beth Modic, DNP. R.N., CDE,a Sandra L. Siedlecki, Ph.D., R.N.,b Mary T. Quinn Griffin, Ph.D., R.N. FAAN, ANEF, and c Joyce J. Fitzpatrick, Ph.D. R.N., FAANc
Mary Beth Modic
a Nursing Institute, The Cleveland Clinic, Cleveland, Ohio
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Sandra L. Siedlecki
b Office of Nursing Research and Innovation, The Cleveland Clinic, Cleveland, Ohio
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c Joyce J. Fitzpatrick
c Frances Payne Bolton School of Nursing, case Western Reserve University, Cleveland, Ohio
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a Nursing Institute, The Cleveland Clinic, Cleveland, Ohio
b Office of Nursing Research and Innovation, The Cleveland Clinic, Cleveland, Ohio
c Frances Payne Bolton School of Nursing, case Western Reserve University, Cleveland, Ohio
Corresponding author: Mary Beth Modic, DNP, RN, CDE, Clinical Nurse Specialist, Cleveland Clinic - P32, 9500 Euclid Ave, Cleveland, Ohio 44195, E-mail: gro.fcc@mcidom, Office: [216] 444-9005, Cell: [440] 823-5274, Fax: [216] 445-0455
Copyright © 2014 Association for Patient Experience
Abstract
Caring behaviors
Perceptions of acute care nurses and hospitalized patients with diabetes
Purpose
The purpose of this study was to examine the perceptions of caring behaviors that influence the patient experience in acute care nurses and hospitalized patients with diabetes.
Background
Nurses are the caregivers who render most of the direct care patients receive while they are hospitalized. Understanding what patients perceive as caring behaviors is essential in tailoring nursing interventions to meet patient needs.
Data sources
Data collection occurred at a 1,200 bed, nonprofit academic medical center located in the Midwest.
Description
Sixty-four nurses and 54 patients with diabetes were queried about their experience with diabetes caring behaviors.
Conclusion
Nurses consistently reported providing caring behaviors more frequently than patients reported receiving them.
Implications
This study has implications for understanding the patient experience in the hospital setting specifically related to patient education. Providing patient education is an important caring intervention that directly affects the patient experience. However, none of the patients in this study identified this as a caring behavior used by nurses.
Introduction
Creating an optimal patient experience is a priority for healthcare executives. It is a worthy endeavor, yet it may be daunting given the lack of universal definition for patient experience. In the Patient Experience Leadership Survey conducted in 2009, 34.5 percent of respondents reported that patient experience equals patient-centered care, 29 percent agreed that providing care organized around the unique needs of each patient represented a positive patient experience and 23 percent identified excellent customer service as reflective of a memorable patient experience.1 Cleveland Clinic defines the patient experience as “care that addresses every aspect of patients' encounters, including their physical comfort, as well as their educational, emotional and spiritual needs.”2 Another definition, by the Beryl Institute, describes the patient experience as “the sum of all interactions shaped by an organization's culture that influence patient perceptions across the continuum of care.”3 According to Press Ganey CEO Patrick Ryan, the patient experience is “not about happiness. It's about patients being respected, being communicated with and having their care coordinated in such a way that they can get the best possible clinical outcome for whatever their circumstances are.”4 The common thread to these definitions is that each one encompasses an aspect of caring. A fundamental component of nursing caring is defined as “the work or practice of looking after those that cannot do it for themselves.”5
Behaviors associated with caring also serve the role of linking nursing interactions to the patient experience.
When patients are hospitalized, they have expectations about the care they will receive. Nurses are the caregivers who render the most direct care and have the most contact with patients while they are hospitalized.6 Understanding what patients perceive as caring behaviors is essential in tailoring nursing interventions that meet individual patient needs and impact the patient experience.
Background
Demands on bedside nurses have never been greater as they struggle with competing time demands and priorities to enhance the patient experience. The hectic pace of the bedside nurse may be perceived by the patient as lack of caring or may result in a nurse's inability to demonstrate behaviors discernible by the patient as caring. Without conscious attention to the development of the caring relationship, the patient experience can be negatively affected. Identifying the behaviors that patients perceive as caring can help nurses design interventions that are patient centric, predicated on evidence and contribute to the overall patient experience.
Patient perceptions of nurse caring behaviors
Previous research on patient perceptions of caring behaviors indicated that nurses' “professional knowledge and skills were rated the most caring behavior by patients.7,8 In a grounded theory approach to understanding patient perceptions of nurse caring behaviors, Finch9 identified four themes: responding when needed and without being prompted, doing extra “little things,” following through and taking care of patient needs.
O'Connell and Landers10 compared the perceptions of nurses [n = 33] and family members [n = 19] of patients in three ICUs in Ireland. The top five caring behaviors reported by relatives, in descending order, were treat the patient as an individual, know what you are doing, know how to give injections, IVs, etc., know how to handle equipment and give the patient medications and treatments on time. The nurses in this study identified the most important caring behaviors as know what you are doing, treat the patient with respect, treat the patient as an individual and be kind and considerate. In another study, patients from six European countries were surveyed to determine whether caring behaviors affect satisfaction.11 Study results from 1,565 patients revealed that “knowledge and skills” were rated the as the highest [most important caring behavior] and “positive connectedness” received the lowest rating.
Von Essen and Sjoden12 studied the perceptions of 81 patients and 105 nurses in Sweden and found significant differences between patients and nurses. The patients rated knowing when to call the doctor, how to give injections, being honest with the patient, putting the patient first no matter what else happens and speaking to the patient in understandable terms as the highest mean items. Nurses rated the top five caring behaviors as listening to the patient, putting the patient first no matter what else happens, touches the patient when comfort is needed, talks to the patient and speaking to the patient in understandable terms.
These studies exploring perceptions of caring behaviors have revealed a lack of congruence between what nurses and patients perceive as caring. Identifying these behaviors can help nurses design interventions that are patient centric and evidence based and that contribute to the overall patient experience. Additional research is needed to examine perceptions of patients and nurses. The present study was designed as a pilot study to address the knowledge gap, specifically among patients with diabetes.
Method
Setting: The setting for the study was conducted on four medical inpatient units of a nonprofit, 1,220-bed teaching hospital in the Midwest.
Sample: A convenience sample of hospitalized patients with diabetes was invited to participate in the study. Inclusion criteria consisted of English-speaking adults 18 years and older with a diagnosis of diabetes who were alert, oriented, able to verbally respond to questions and who agreed to participate in the study. A total of 68 patients were approached to complete the survey; five patients refused, and seven patients were deemed too ill to be interviewed. The nurse sample included bedside registered nurses who had completed new nurse hospital orientation and were assigned to one of the four medical units. This nurse sample also was one of convenience. Nurses in managerial or advanced practice roles, or were in new nurse hospital orientation, were excluded.
Each patient participant was asked to respond to the following open-ended question: “What actions did your nurses use during this hospitalization that reflected ‘caring' in managing your diabetes?” Patients participated in an interview by the primary investigator, who was not involved in their care. Nurse participants were asked to respond to the following question via Survey Monkey: “What caring behaviors do you consistently use with patients who have diabetes to optimize their glucose control while in the hospital?”
Demographic information collected from patients included age, gender, race, marital status, education, employment status, reason for hospital admission, type of diabetes and length of time the patient had diabetes. Length of current hospitalization was abstracted from the participant's medical record. Nursing background data included age, gender, race, educational background, years of nursing experience and employment status [full or part time].
Results
Patient sample: The patient sample [n = 56] included 33 males [61 percent] and 21 females [37.5percent], ranging in age from 23 to 86 [M = 57.9 years; SD = 14.7]. Ten patients had a diagnosis of diabetes mellitus [DM] Type 1, 45 patients had a diagnosis of DM Type 2 and one patient was diagnosed with latent autoimmune diabetes of adulthood, or Type 1.5. The duration of diabetes ranged from less than one year to more than 50 years. Tree patients used insulin pumps to manage their diabetes and were not dependent upon the nursing staff to administer insulin. Digestive disorders and infections were the two most prevalent diagnoses. Diabetes-related complications were the third most prevalent diagnosis. Patients' length of stay ranged from three to 25 days. [See Table 1].
Table 1.
Demographics of Patients [N = 54]
Variablesn%GenderFemale2139.0Male3361.0RaceAfrican American2342.6Asian11.8Asian Indian23.7Caucasian2546.3Hispanic/Latino35.6Marital StatusNot Married2750.0Married1935.2Widowed814.8Education Completed