(diplomsko delo)
Sabina Kopun (Author), Matej Strnad (Mentor)

Abstract

Zadovoljstvo pacientov povezujemo s pričakovanji pacientov, njihovimi izkušnjami, komunikacijo, čakalni časom ter urejenostjo prostorov. Namen diplomske naloge je opredeliti zadovoljstvo pacientov v urgentni dejavnosti ter z raziskavo ugotoviti stopnjo zadovoljstva pacientov in kakovost obravnave v urgentni dejavnosti. V teoretičnem delu diplomske naloge smo uporabili deskriptivno metodo dela, v raziskovalnem delu je bila uporabljena kvantitativna deskriptivna ne- eksperimentalna metoda raziskovanja. Kot merski instrument smo uporabili anonimen anketni vprašalnik. Pridobljene rezultate smo grafično in tabelarno prikazali v Microsoft Office 2010 in Microsoft Excel 2010. Pogostejši razlog obravnave v urgentni ambulanti je za 58 anketirancev (58 %) bila poškodba. Čakalni čas od končane triaže do ambulantne obravnave je 39 anketirancev (39 %) opredelilo, da so čakali od pol ure do eno uro. Čas obravnave v urgentnih ambulantah je za 39 anketirancev (39 %) potekal hitro. 68 anketirancev (68 %) je bilo mnenja, da si je zdravnik vzel dovolj časa za obravnavo. 60 anketirancev (60 %) je zadovoljnih z obravnavo v urgentnem centru, mlajši pacienti izkazujejo večjo zadovoljstvo s kakovostjo zdravstvene obravnave v primerjavi s starejšimi. Ugotovitve in pričakovanja pacientov so dejavniki, ki vplivajo na večje zadovoljstvo bolnikov in zaposlenih na urgentnem centru. Velikega pomena predstavlja izvajanje zanimanja uporabnikov glede zadovoljstva in strmenje k boljšemu delovanju. Skozi mnenje anketirancev v naši raziskavi na zadovoljstvo v urgentnem centru smo ugotovili, da bi si anketiranci želeli večji poudarek na nasvetih, opozorilih, na katere naj bodo pozorni, na več časa za pogovor z medicinsko sestro.

Keywords

urgentna dejavnost;zadovoljstvo;pacienti;kakovost;zdravstvena obravnava;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM - University of Maribor
Publisher: [S. Kopun]
UDC: 616-083.98-056.24:614.2(043.2)
COBISS: 65773571 Link will open in a new window
Views: 476
Downloads: 102
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Other data

Secondary language: English
Secondary title: Patient satisfaction with medical tratment in the emergency department
Secondary abstract: We connect patient satisfaction with patients' expectations, experiences, communication, waiting times and tidiness of premises. The purpose of the diploma work is to define patient satisfaction in the emergency department and to determine the level of patient satisfaction and the quality of treatment in the emergency department through research. In the theoretical part of the diploma thesis we used a descriptive method of work and in the research work we used a quantitative descriptive non-experimental research method. An anonymous survey questionnaire was used as a measurement instrument. The obtained results were presented graphically and tabularly in Microsoft Office 2010 and Microsoft Excel 2010. Injury was the most common reason for treatment in the emergency department for 58 respondents (58%). The waiting time from the end of the triage to the outpatient treatment is 39 respondents (39%) define that they waited from half an hour to one hour. The time of treatment in emergency departments was fast for 39 respondents (39%). 68 respondents (68%) were of the opinion that the doctor took enough time for treatment. According to the operation of the emergency center, 60 respondents (60%) are satisfied with the operation and treatment at the Emergency Center. The findings show that younger patients were more satisfied with quality medical treatment compared to younger ones. With the second hypothesis, we wanted to test whether there is a significant difference between patient satisfaction and nursing care according to the institution of treatment, we had to reject the hypothesis. With the third hypothesis, we assumed that the majority of users in the Emergency Center rated it positively. We were able to confirm the hypothesis because more than half of the respondents rated the treatment at the Emergency Center positively. Discussion and conlusion: Findings and expectations of patients are factors that affect the greater satisfaction of them and employees of emergency centers. Of great importance is the implementation of user interest in satisfaction and the pursuit of better performance. Through the opinion of the respondents in our Satisfaction Survey at the Emergency Center, we found that the respondents would like to place more emphasis on advice, warnings that they will not pay attention to, more time to talk to the nurse.
Secondary keywords: emergency activity;satisfaction;patients;quality;medical treatment;
Type (COBISS): Bachelor thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za zdravstvene vede
Pages: V, 30 f., 7 f. pril.
ID: 12759773