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Systematic Review
Revised

Factors influencing patient satisfaction in home care services: A systematic review

[version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]
PUBLISHED 29 May 2025
Author details Author details
OPEN PEER REVIEW
REVIEWER STATUS

This article is included in the Health Services gateway.

Abstract

Background

Home care is an extension of hospital services that must be evaluated, coordinated, and educated to ensure proper care and accelerate recovery. The new concept of home care services can save costs and equipment. The purpose of this study was to determine the factors that influence patient satisfaction with home care services.

Methods

This study is a systematic review with PRISMA guidelines using three electronic databases ScienceDirect, Scopus, and Google Scholar. There were 228 articles with duplication reduction to 197 and narrowed down to 73 articles whose titles and abstracts were appropriate, but only 10 articles met the provisions in the full text. Literature search using the keywords Home Care Services AND Satisfaction, then the type of full-text article, in English and a publication period of 10 years. The data extraction process, irrelevant articles such as articles on patient satisfaction in nursing homes and out-of-home care were removed. PROSPERO approved the following research protocol number: CRD42023482315.

Result

Found factors that influence patient satisfaction with home care services.

Conclusion

There are fifteen aspects that affect patient satisfaction and two aspects that affect patient satisfaction in general in long-term home care. It is hoped that the results of this literature review can be used as a reference for hospital home care managers to pay attention to aspects that can affect satisfaction. The author realizes that the methods in the articles vary greatly, which is a deficiency in this systematic review.

Keywords

Supporting factors, home care services, patient satisfaction

Revised Amendments from Version 3

The author and team have made improvements according to reviewer input, including several related matters, namely:
Recommendations
Streamline the Introduction and clearly define the gap this study addresses. (Response: Preliminary streamlining improvements and sharpening of the gaps discussed have been made)
Present the Results in a well-structured summary table. (Response: Improvements have been made to the presentation of the Results in a well-structured summary table, attached)
Expand the Discussion with clearer implications for practice and policy. (Response: The implications section relating to practice and policy has been corrected)
Address heterogeneity more robustly as a limitation. (Response: It has been corrected regarding the research limitations in terms of the heterogeneity of the article's research methods)
Seek professional language editing/proof reading for grammar, spelling and stylistic improvements. (Response: Professional language editing/re-checking has been done for grammar, spelling, and style corrections)

See the authors' detailed response to the review by Cheng Yin
See the authors' detailed response to the review by Kallol Kumar Bhattacharyya
See the authors' detailed response to the review by Jane EA Lewis

Introduction

Home care services are continuous and comprehensive care provided to individuals or families in their homes. The nursing profession has undergone a paradigm shift, namely from a vocation that emphasizes skills to a professional that also emphasizes ethics, sense, professionalism, and responsibility. Nurses become equal partners with other health professions in managing patients. Nurses provide nursing care to patients, families, and communities to improve health, well-being, and maintain and recover from illness.1

Nurses explore information about the patient’s expectations for treatment and life, through ongoing care, and maintain good relationships with their families. Nurses complete assessments in an effort to obtain accurate and precise information about follow-up.2 Patients who are going home already have a follow-up care plan at home, and nurses are responsible for providing education so that patients can be independent, and reduce costs, including treatment time.3,4 Home care services aim to keep family members together and able to adapt to the needs required.5

Home care services generally require education and coordination between patients and home care workers to accelerate their recovery. This is also a new orientation for patients and their families because it can save costs and equipment.68 Currently, the provision of home care services does not reflect fair, safe, and cultural aspects. There are still obstacles such as communication, prejudice, ethnocentrism, education, lack of support from health services.9

One of the home care models that uses an innovative approach offers the potential to improve quality and overcome the challenges of home care. These challenges are resources, time and task rules, health and social care. This innovation model shows a shift from transactional to care that builds trust and relationships between service users, moving towards a proactive and preventive care model. Involving individual care teams and technology as part of the way of working, not just care solutions.10 Quality home care services in terms of reliability, assurance, direct evidence, empathy, and responsiveness are related to satisfaction.11

Health is synonymous with well-being, happiness, and life satisfaction which is the level of physical, emotional, intellectual, social, moral, and spiritual strength. Human health is a state of satisfaction or happiness and well-being that reflects the level of fulfillment of physical, psychological, spiritual, social, aesthetic, and material needs and desires that are felt.12 Home care has different rules and regulations for each home, so nurses must also be able to adjust to different conditions so that satisfaction can be achieved. Factors that influence patient satisfaction with home care services need to be identified, so that they can serve as a reference for home care providers and nurses who make home visits.

Methods

Research design

A systematic review was conducted to examine the factors influencing patient satisfaction using home care services by following the PRISMA guidelines. Eligibility criteria included human subjects of all ages, genders, and with or without disease, interventions with actions that can increase satisfaction, results of qualitative and quantitative research that state the influence on happiness, and literature review of home care patient satisfaction.

Search methods

The characteristics of the report are all studies written in English and published from 2012 to 2022. A time span of 10 years is considered a source of literature that is still relevant to be used as a reference in evaluating satisfaction with home care services. Researchers searched for articles through three databases, namely ScienceDirect, Scopus, and Google Scholar. Researchers chose three databases that are open access providers, including Scopus and ScienceDirect are article search databases that can be accessed directly in the electronic resources of the University of Indonesia Library widely, making it easier for researchers. Researchers used Boolean operators to search for the following terms: (Home Care Services) AND (Satisfaction) and derivatives of these terms, full-text article type, English—nursing and health profession subjects, with open access.

Data extraction

In the data extraction process, the identification stage of the articles collected amounted to 228 articles, then the selection stage was carried out by screening duplicate articles from three databases, there were 31 similar articles, leaving 197 articles. The next screening stage was carried out, the eligibility stage was based on the English title and abstract and irrelevant ones such as articles on patient satisfaction variables in nursing homes and out-of-home care were removed, resulting in 73 articles. Furthermore, variables that met the inclusion criteria were selected, namely variables that affect patient satisfaction with home care, so that it was done by re-reading the suitability of the variables, leaving ten complete articles.

Quality appraisal

Critical appraisal was conducted to identify the quality of the included studies. The author conducted the process. Four research articles used a qualitative study checklist, five studies used a quantitative research checklist, and one used a mixed methods study. The data showed high heterogeneity in terms of research methods. The researcher conducted a quality assessment with one research member, and if there was disagreement on the review results, the researcher asked the other research members for the review results. The results are presented in a table showing a summary of the variables that affect satisfaction.

Data analysis

The nine steps of synthesis without meta-analysis (SWiM) in systematic reviews guide the analysis of data in articles using quantitative methods to complement and extend PRISMA. In the first step, synthesize the studies, grouping populations, interventions, outcomes, and study designs. Next, in steps 2–7, answer the review question. Similarities and differences that are primarily related to assessment methods, assessment tools, assessors involved, and competencies acquired are identified. In steps 8–10, results are formulated based on keywords for categorization. Results are synthesized and the certainty of findings is made in consistent language. Results are then presented in tables, indicating study groups and objectives, presenting and discussing results, and identifying limitations.

Results

After selecting and using the Prisma chart ( Figure 1), ten articles were obtained that were the aim of this research, namely identifying factors that influence satisfaction with home care services. The first journal’s influencing factor is respecting patients and maintaining their dignity.13 Furthermore, the second journal states that nurses must understand the patient’s illness and establish a relationship of mutual trust.14 The third journal shows that the client’s economic factors and the staff’s working hours generally have an impact on satisfaction. This is related to home care services by professionals who will be assisted by caregivers where someone also needs routine assistance and more intensive care hours by caregivers outside of the services provided by professionals. Someone who is constrained by costs or who has costs are both satisfied with professional services because they are both covered by insurance. The time needed by professionals remains the same even though there is a caregiver. This means that insurance and assistance from caregivers in long-term care can provide positive things to clients.15 Furthermore, the four can coordinate in a comprehensive, continuous assessment of service and collaborate with multidisciplinary science.16 Fifth, sixth, and seven, well-prepared routines, language and communication, and empathy.1719 Eighth, nine, and ten, namely quality nursing services, a combination of competence and professional skills in wound management, continuity of care, and training and experience of nurses.2022

e551db9b-2d0c-41da-aae3-564bc0846a14_figure1.gif

Figure 1. Prisma flowchart.

Table 1. PICO exploration.

PopulationAll people/clients or patients who utilize home care services
InterventionHome care services by a nurse or home care team
ContextWhat factors support home care patient satisfaction
OutcomeSatisfaction of patients who use home care services

Discussion

Nurses can start home care services with a humble attitude and have an attitude of respecting their clients and listening to them. This attitude is very important because it is related to making decisions for clients to suit their needs.23 The attitude and responsibility of nurses show that nursing actions are not just technical actions, but require a process of change and dynamic organization.24 Nurses maintain a person’s dignity, which is one of the fundamental actions and rights of every human being since birth to have the same dignity. Respectful attitudes to anyone must be carried out by nurses because it is the core concept that is guaranteed for every human being.25

A nurse when caring for a home care patient must be flexible, be able to trust each other and be able to approach the patient. Nurses must be able to explain the importance of mutual trust, and the need to create a sense of trust.26 Nurses must be able to understand their clients’ conditions, because they will seek a deep understanding of their illness, the causes of their illness, and prevention of complications.27

Nurses contribute to coordinating with the health team, to support the interventions provided. Good coordination also has an impact on meeting the complex needs of clients.28 Collaboration with other nurses needs to be improved, and made systematic by nurse managers, because it can improve patient safety culture.29 Nurses can undertake lifelong learning to improve their standards of care. Nurses can also improve their knowledge, skills and stay up to date with the latest scientific developments.30

Nurses can provide empathy, namely being able to understand the client’s personal experience without being tied down, and being able to communicate well including emotional, cognitive and behavioral aspects. Clients will feel safe to convey their problems in order to be able to provide services according to their needs.31 Understanding empathy towards patients can improve nursing communication skills.32

Home care nurses can provide continuous professional nursing services by involving their families. Nurses need home care guidelines as a reference to provide the best quality of care to patients.33 Professional skills are also needed such as wound care. Registered nurses are required to have diverse competencies and perform good quality evidence-based actions.34 Optimal home care depends on collaborative action and dialogue between the client, family, home care nurse, and general practitioner. A good starting point is when the interdisciplinary collaboration meeting is held for good results in home care services.35

Implication and limitations

The implications of the results of this study are that nurses can carry out home care by paying attention to aspects of respect and maintaining dignity that affect patient satisfaction. Home care nurses can also learn to understand client illnesses, establish trusting relationships, assess services, collaborate, choose language, communicate, empathize, and maintain quality of service. The results of this study still have shortcomings, namely in the varying methods of scientific articles such as qualitative, quantitative, mixed methods studies.

Conclusion

Factors that influence patient satisfaction using home care services become input for the provider’s management. Nurses and teams can pay attention to factors that can affect patient satisfaction. This will be an evaluation for subsequent research.

Ethics and consent

Ethical approval and consent were not required.

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Version 4
VERSION 4 PUBLISHED 27 Aug 2024
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Rahadian Syah DZ, Yetti K, Novieastari E et al. Factors influencing patient satisfaction in home care services: A systematic review [version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]. F1000Research 2025, 13:969 (https://doi.org/10.12688/f1000research.154937.4)
NOTE: If applicable, it is important to ensure the information in square brackets after the title is included in all citations of this article.
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Open Peer Review

Current Reviewer Status: ?
Key to Reviewer Statuses VIEW
ApprovedThe paper is scientifically sound in its current form and only minor, if any, improvements are suggested
Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit.
Not approvedFundamental flaws in the paper seriously undermine the findings and conclusions
Version 3
VERSION 3
PUBLISHED 20 Jan 2025
Revised
Views
7
Cite
Reviewer Report 15 May 2025
Jane EA Lewis, Cardiff Metropolitan University, Cardiff, UK 
Approved with Reservations
VIEWS 7
Strengths
  1. Patient (and family) satisfaction in home care is a crucial and under-explored area, especially as healthcare systems increasingly shift toward community-based care models. Therefore, this is a relevant and timely topic
... Continue reading
CITE
CITE
HOW TO CITE THIS REPORT
Lewis JE. Reviewer Report For: Factors influencing patient satisfaction in home care services: A systematic review [version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]. F1000Research 2025, 13:969 (https://doi.org/10.5256/f1000research.176996.r374020)
NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article.
  • Author Response 09 Aug 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    09 Aug 2025
    Author Response
    Dear Jane EA Lewis, Ph.D. Thank you for providing such detailed assessment results. I have read all the reviews, and can direct my article to a better stage. I will ... Continue reading
  • Author Response 09 Aug 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    09 Aug 2025
    Author Response
    The following are responses and answers to several confirmations of improvements made by the author according to reviewer input.

    1.The abstract still appears to lack conciseness and initially omits ... Continue reading
COMMENTS ON THIS REPORT
  • Author Response 09 Aug 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    09 Aug 2025
    Author Response
    Dear Jane EA Lewis, Ph.D. Thank you for providing such detailed assessment results. I have read all the reviews, and can direct my article to a better stage. I will ... Continue reading
  • Author Response 09 Aug 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    09 Aug 2025
    Author Response
    The following are responses and answers to several confirmations of improvements made by the author according to reviewer input.

    1.The abstract still appears to lack conciseness and initially omits ... Continue reading
Version 2
VERSION 2
PUBLISHED 25 Nov 2024
Revised
Views
14
Cite
Reviewer Report 11 Jan 2025
Cheng Yin, University of North Texas, Denton, Texas, USA 
Not Approved
VIEWS 14
Please revise your manuscript to improve the quality of your paper.
Abstract:
  1. Please add a concise methods section outlining the PRISMA guidelines, data sources, and key steps in this section.
  2. The statement “The
... Continue reading
CITE
CITE
HOW TO CITE THIS REPORT
Yin C. Reviewer Report For: Factors influencing patient satisfaction in home care services: A systematic review [version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]. F1000Research 2025, 13:969 (https://doi.org/10.5256/f1000research.174904.r343549)
NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article.
  • Author Response 16 Jan 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    16 Jan 2025
    Author Response
    Thank you Mr. Cheng Yin for your input and corrections, I will immediately fix it according to the input that has been submitted. Warm greetings, may you always be healthy
    Competing Interests: No competing interests were disclosed.
  • Author Response 20 Jan 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    20 Jan 2025
    Author Response
    Here are the improvements based on reviewer input:
    Abstract
    :
    1.Please add a concise methods section outlining the PRISMA guidelines, data sources, and key steps in this section.
    Answer: Methods: PRISMA ... Continue reading
COMMENTS ON THIS REPORT
  • Author Response 16 Jan 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    16 Jan 2025
    Author Response
    Thank you Mr. Cheng Yin for your input and corrections, I will immediately fix it according to the input that has been submitted. Warm greetings, may you always be healthy
    Competing Interests: No competing interests were disclosed.
  • Author Response 20 Jan 2025
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    20 Jan 2025
    Author Response
    Here are the improvements based on reviewer input:
    Abstract
    :
    1.Please add a concise methods section outlining the PRISMA guidelines, data sources, and key steps in this section.
    Answer: Methods: PRISMA ... Continue reading
Views
16
Cite
Reviewer Report 14 Dec 2024
Kallol Kumar Bhattacharyya, Utah State University, Logan, Utah, USA 
Approved
VIEWS 16
Comments to the Author

It is my pleasure to re-review the manuscript “Factors influencing patient satisfaction in home care services: A systematic review.” It is now a much better manuscript. I suggest a couple of minor changes ... Continue reading
CITE
CITE
HOW TO CITE THIS REPORT
Bhattacharyya KK. Reviewer Report For: Factors influencing patient satisfaction in home care services: A systematic review [version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]. F1000Research 2025, 13:969 (https://doi.org/10.5256/f1000research.174904.r343218)
NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article.
  • Author Response 19 Dec 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    19 Dec 2024
    Author Response
    Thank you Mr. Kallol Kumar Bhattacharyya for the review that has been done on my article, I will immediately fix it according to the input, namely
    1. Adding Method to ... Continue reading
COMMENTS ON THIS REPORT
  • Author Response 19 Dec 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    19 Dec 2024
    Author Response
    Thank you Mr. Kallol Kumar Bhattacharyya for the review that has been done on my article, I will immediately fix it according to the input, namely
    1. Adding Method to ... Continue reading
Version 1
VERSION 1
PUBLISHED 27 Aug 2024
Views
19
Cite
Reviewer Report 09 Nov 2024
Kallol Kumar Bhattacharyya, Utah State University, Logan, Utah, USA 
Approved with Reservations
VIEWS 19
Comments to the Author

I am pleased to review the manuscript “Factors influencing patient satisfaction in home care services: A systematic review.” The study is important in evaluating the factors influencing the satisfaction of home care patients ... Continue reading
CITE
CITE
HOW TO CITE THIS REPORT
Bhattacharyya KK. Reviewer Report For: Factors influencing patient satisfaction in home care services: A systematic review [version 4; peer review: 1 approved, 1 approved with reservations, 1 not approved]. F1000Research 2025, 13:969 (https://doi.org/10.5256/f1000research.170032.r334099)
NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article.
  • Author Response 15 Nov 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    15 Nov 2024
    Author Response
    Thank you to Mr. Kallol Kumar Bhattacharyya for reviewing our article in detail. You are an expert in Gerontology, Dementia, Long-term that I admire. We are happy for the inputs ... Continue reading
  • Author Response 25 Nov 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    25 Nov 2024
    Author Response
    1. Abstract: The first sentence of the Result section, “Researchers have searched …databases,” should go to the Methods section. Also, a purpose statement for this study should be added in the Background section.
      Response:
    ... Continue reading
COMMENTS ON THIS REPORT
  • Author Response 15 Nov 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    15 Nov 2024
    Author Response
    Thank you to Mr. Kallol Kumar Bhattacharyya for reviewing our article in detail. You are an expert in Gerontology, Dementia, Long-term that I admire. We are happy for the inputs ... Continue reading
  • Author Response 25 Nov 2024
    Deby Zulkarnain Rahadian Syah, Faculty of Nursing, Universitas Indonesia, Depok, 16424, Indonesia
    25 Nov 2024
    Author Response
    1. Abstract: The first sentence of the Result section, “Researchers have searched …databases,” should go to the Methods section. Also, a purpose statement for this study should be added in the Background section.
      Response:
    ... Continue reading

Comments on this article Comments (0)

Version 4
VERSION 4 PUBLISHED 27 Aug 2024
Comment
Alongside their report, reviewers assign a status to the article:
Approved - the paper is scientifically sound in its current form and only minor, if any, improvements are suggested
Approved with reservations - A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit.
Not approved - fundamental flaws in the paper seriously undermine the findings and conclusions
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