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Family satisfaction in the intensive care unit: what makes the difference?

Stricker, Kay ; Kimberger, Oliver ; Schmidlin, Kurt ; Zwahlen, Marcel ; Mohr, Ulrike ; Rothen, Hans

In: Intensive Care Medicine, 2009, vol. 35, no. 12, p. 2051-2059

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    Title
    • Family satisfaction in the intensive care unit: what makes the difference?
    Author
    • Stricker, Kay. Department of Anesthesiology and Pain Therapy, Bern University Hospital (Inselspital) and University of Bern, 3010, Bern, Switzerland
    • Kimberger, Oliver. Department of Anesthesiology and General Intensive Care, Medical University of Vienna, Vienna, Austria
    • Schmidlin, Kurt. Research Support Unit, Institute for Social and Preventive Medicine, Finkenhubelweg 11, 3012, Bern, Switzerland
    • Zwahlen, Marcel. Research Support Unit, Institute for Social and Preventive Medicine, Finkenhubelweg 11, 3012, Bern, Switzerland
    • Mohr, Ulrike. Department of Anesthesiology and Pain Therapy, Bern University Hospital (Inselspital) and University of Bern, 3010, Bern, Switzerland
    • Rothen, Hans. Department of Intensive Care Medicine, Bern University Hospital (Inselspital) and University of Bern, 3010, Bern, Switzerland
    Document Type
    • Postprint
    OAI-PMH Identifier
    • oai:doc.rero.ch:317535
    Summary
    Purpose: To assess family satisfaction in the ICU and to identify parameters for improvement. Methods: Multicenter study in Swiss ICUs. Families were given a questionnaire covering overall satisfaction, satisfaction with care and satisfaction with information/decision-making. Demographic, medical and institutional data were gathered from patients, visitors and ICUs. Results: A total of 996 questionnaires from family members were analyzed. Individual questions were assessed, and summary measures (range 0-100) were calculated, with higher scores indicating greater satisfaction. Summary score was 78±14 (mean±SD) for overall satisfaction, 79±14 for care and 77±15 for information/decision-making. In multivariable multilevel linear regression analyses, higher severity of illness was associated with higher satisfaction, while a higher patient:nurse ratio and written admission/discharge criteria were associated with lower overall satisfaction. Using performance-importance plots, items with high impact on overall satisfaction but low satisfaction were identified. They included: emotional support, providing understandable, complete, consistent information and coordination of care. Conclusions: Overall, proxies were satisfied with care and with information/decision-making. Still, several factors, such as emotional support, coordination of care and communication, are associated with poor satisfaction, suggesting the need for improvement