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Keywords:

  • administration of services;
  • patient satisfaction;
  • primary nursing;
  • ward environment

Summary

  • Part 1 of this article discussed the process of evaluating patient satisfaction by means of unstructured, in-depth interviews.
  • In this part, the content of interviews will be presented and the analytic domains derived from the research will be described.
  • These are ‘nursing’, ‘the hospital’ and ‘patients’ concerns', and the categories which make up these domains will be discussed.