Patient and family/friend satisfaction in a sample of Jordanian Critical Care Units

Summary Aim The aim of the study was to assess the validity of family members/friends as proxies by comparing perceptions of satisfaction with care and decision making between critically ill patients and their family/friends. Design A comparative, descriptive cross-sectional study. Setting Seven Critical Care Units across four public and military hospitals in the centre and southern regions of Jordan. Methods A modified version of the Family Satisfaction-ICU (FS-ICU) questionnaire was distributed to Critical Care Unit (CCU) patients before hospital discharge. In addition, up to two family members/close friends were also asked to complete the questionnaire. Results A total of 213 patients (response rate 72%) and 246 family members/friends (response rate 79%) completed and returned the questionnaire. Although the majority of family members/friends and patients were satisfied with overall care, patients were generally significantly less satisfied (mean (SD) care subscale 75.6 (17.8) and 70.9 (17.3), respectively, ( p  = 0.005). When individual items were examined, significant differences in nursing care (family/friends 80.1 (20.7) versus patient 75.9 (22.2), p  = 0.038) and inclusion in decision making (family/friends 53.9 (33.2) versus patient 62.0 (34.2), p  = 0.010) were found. Conclusion The study showed a degree of congruence between patients and their family members/friends in relation to their satisfaction with the CCU experience. Thus, views of family/friends may serve as a proxy in assessing care and decision making processes of critically ill patients. Relevance to clinical practice Appropriate training of the critical care team and provision of strategies to address the concerns of patients’ families are needed to improve overall patient satisfaction.