Exploring patients' perceptions about quality nursing care (QNC) at a tertiary care hospital in Karachi, Pakistan

Date of Award


Document Type


Degree Name

Master of Science in Nursing (MScN)


School of Nursing and Midwifery, Pakistan


Patients' experiences regarding the quality of care continue to be a topic that is discussed in the healthcare industry. Quality nursing care is crucial to patient outcomes and safety therefore significant improvements need to be measured. Exploring the quality of nursing care from the patients' perspectives is a vital element in quality evaluation. The purpose of this study was to explore the patients' perspectives regarding quality nursing care. Methodology: A qualitative descriptive exploratory design was used to explore the understanding of the concept of quality nursing care from the patients' perspective. Twelve participants were recruited from one medical and one surgical unit of Aga Khan University hospital. Purposive sampling was used to select the participants. Data was collected through semi-structured interviews by asking open ended questions. The interviews were audiotaped, translated from Urdu to English, and transcribed word for word. A thematic analysis approach was used for data analysis. Results: Data analysis generated three main themes: (1) meaning of QNC, (2) characteristics of nurses, and (3) participants' recommendations. Theme one "Meaning of QNC" included three sub-themes: (1i) Receiving physical care with dignity, (l ii) Responding promptly, and (l iii) Meeting expectations. Theme two "Nurses' Characteristics" also consisted of three sub-themes: (2i) Clinical skills, (2ii) Providing information, and (2iii) Personal characteristics. Theme three "Recommendations" consisted of two sub-themes: (3i) Management level, and (3ii) Nurses' level. The major recommendations by the study participants at the management level were: (1) increasing staffing (2) ensuring environmental cleanliness, and (3) improving the food variety. At the nurses' level participants' recommended: (I) providing prompt responses (2) giving more time to patients and (3) presenting positive attitude. Conclusion: Nursing care is the foundation of healthcare and QNC could have a great effect on patients' positive outcome of recovery and wellbeing. As patients provide valuable information about quality care, involving them in the planning of healthcare could be beneficial in improving and maintaining the quality of care. The study also provided vital implications for nursing administrators, practicing nurses, nursing, education, and research.

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