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Systematic Review
Revised

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

[version 2; peer review: 1 approved, 1 not approved]
PUBLISHED 25 Nov 2024
Author details Author details
OPEN PEER REVIEW
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This article is included in the Health Services gateway.

Abstract

Background

Home care services are an extension of hospital services provided by hospital staff. The hospital must conduct evaluation, coordination, and education for home care patients to ensure proper care and expedite their recovery. This service also introduces a new concept to the community, as it can help save on costs and equipment. The purpose of this study has been added to the background, namely to determine what factors can influence patient satisfaction with home care services from previously published literature. A systematic review examined the factors influencing patient satisfaction using home care services by following the PRISMA guidelines. PROSPERO submitted and approved the study protocol with the following numbers: CRD42023482315. Researchers have searched articles through the ScienceDirect, Scopus, and Google Scholar databases. The researcher chose the 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. The 10-year time span is considered as a source of literature that is still relevant to be used as a reference in evaluating home care service satisfaction.

Result

Two hundred eighty-eight articles were selected, but 10 met the inclusion criteria. It was found that factors influenced patient satisfaction with home care services and two things that did not affect them: financial aspects and working time.

Conclusion

Fifteen aspects influence patient satisfaction and two aspects that do not influence patient satisfaction. It is expected that the results of this literature review can be used as a reference for hospitals that provide home care services to pay attention to aspects that can affect satisfaction. The author realizes that the varying methods in the articles reviewed are deficiencies in the results of this study.

Keywords

Supporting factors, home care services, patient satisfaction

Revised Amendments from Version 1

Some differences from the first version are:
Literature search database has been included in the method section. The purpose of the study has been added to the background, which is to determine what factors can affect patient satisfaction with home care services from previously published literature. The paragraphs in the Introduction have been arranged according to the research objectives starting from paragraph one describing the issue of the professional nurse paradigm. Paragraph two describing the need for post-hospitalization care in hospitals. Paragraph three several obstacles to home care services. Paragraph four the importance of innovation in home care services that can increase patient satisfaction. The objectives of this literature review have been added. The researcher chose the 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. The 10-year time span is considered as a source of literature that is still relevant to be used as a reference in evaluating home care service satisfaction. Critical assessment was conducted in four research articles using a qualitative study checklist, five studies use a quantitative research checklist, and one uses a mixed method study. Data shows high heterogeneity in terms of research methods. Researchers conduct quality assessment with one research member, and if there is an disagreement on the results of a review, the researcher asks the results of a review from other research members. The author admits that in conducting the analysis of the 10 literatures, there are limitations, namely three different research designs obtained. However, the variables that influence home care patient satisfaction from the 10 literatures can be used as an evaluation for the development of home care services that prioritize patient satisfaction aspects.

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

The nursing profession has undergone a paradigm shift, namely from vocational to professional. Nurses were previously seen as extensions or assistants of one of the health professions, but are now equal partners with other health professions. Nurses provide nursing care to individual patients, families, and communities to improve health, well-being, and maintain and recover from an illness.1

Nurses explore information related to patient expectations in their treatment and life, through ongoing care, and maintaining good relationships with the patient’s family. Nurses fill in data in an effort to complete accurate and precise information about the patient’s condition.2 Patients who are hospitalized already have a follow-up care plan at home. Nurses are responsible for educating patients and their families so that patients can be independent so that they can reduce costs and time of hospitalization.3,4 Home care services are services at home when someone is not feeling well and wants to be at home with the aim of keeping family members together and adapting to individual needs.5

In general, home care services are a continuation of hospital services and are carried out by hospital staff, but in the evaluation, education and coordination between patients and home care staff are needed to accelerate their recovery. This is also a new orientation for the community because it can save costs and equipment.68 The provision of health services through home care 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 home care model that uses an innovative approach offers the potential to improve quality and address the challenges of home care. These challenges are resources, time and task rules, health and social care. This form of innovation shows a shift from transactional to care that builds trust and relationships between service users, moving towards a proactive and preventative care model. Involving individual care teams and technology as part of the way of working, not just a care solution.10 Quality home care services in terms of reliability, assurance, direct evidence, empathy, and responsiveness are related to patient family 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 The purpose of this study has been added to the background, namely to determine what factors can influence patient satisfaction with home care services from previously published literature.

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

Report characteristics are all studies written in English and published from 2012 to 2022. Researchers searched articles through the ScienceDirect, Scopus, and Google Scholar databases. Researchers have checked out article references from database searches to find additional relevant articles. We used Boolean operators to search for the following terms: (Home Care Services) AND Satisfaction and derivatives of these terms, full-text article type, English—subject nursing and health professions, with open access. The researcher chose the 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. The 10-year time span is considered as a source of literature that is still relevant to be used as a reference in evaluating home care service satisfaction.

Data extraction

In the data extraction process, irrelevant articles such as articles on patient satisfaction in nursing homes and out-of-home care were removed resulting in 228 relevant articles based on the title and abstract in English. The articles were filtered and 31 articles were removed due to duplication in the Google Scholar database search leaving 197 relevant articles based on the title and abstract. Furthermore, variables that met the inclusion criteria were selected, namely variables that affect patient satisfaction with home care leaving 73 articles. Furthermore, the selection was carried out by re-reading the suitability of the variables leaving ten complete articles that met the inclusion criteria.

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, studies should be synthesized, 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 the opposite: economic factors and working hours do not affect home care patient satisfaction.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

dd780c44-17c4-4293-864c-974d24c87803_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. Meeting after meeting will describe the positive aspects that are assessed by the client. 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 strive for continuous professional development and undertake lifelong learning to improve standards of care. Nurses are also motivated to improve their knowledge, skills and follow 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. A health professional can provide empathy well which can influence therapeutic changes in their clients. 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. Consistent and structured areas of competency such as wound care can be improved and developed to produce services according to client expectations.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

Respect and maintaining dignity are supporting factors that influence patient satisfaction found in nurses or home care teams. Meanwhile, what can be learned and trained is understanding the client’s illness, establishing a relationship of trust, assessing services, collaboration, language, communication, empathy, and quality of service. Aspects that must be possessed include experience and training. The author realizes that the varying methods in the articles reviewed are deficiencies in the results of this study.

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. There are two factors that do not influence patient satisfaction, namely finances and working time. 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 2; peer review: 1 approved, 1 not approved]. F1000Research 2024, 13:969 (https://doi.org/10.12688/f1000research.154937.2)
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 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 2; peer review: 1 approved, 1 not approved]. F1000Research 2024, 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 2; peer review: 1 approved, 1 not approved]. F1000Research 2024, 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 2; peer review: 1 approved, 1 not approved]. F1000Research 2024, 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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