(magistrsko delo)
Karmen Panikvar-Žlahtič (Author), Peter Kokol (Mentor), Majda Pajnkihar (Co-mentor)

Abstract

Magistrsko delo predstavlja sistem vodenja kakovosti v skladu s standardom ISO 9001:2000 v Zdravstvenem domu Ptuj, pomen ugotavljanja zadovoljstva pacientov ter uporabo inteligentne analize pri ugotavljanju zadovoljstva pacientov. Metodologija raziskovanja. V magistrskem delu smo uporabili kvantitativno metodologijo. Izdelali smo primerjavo razpoložljivih podatkov, pridobljenih z anketiranjem pacientov v Zdravstvenem domu Ptuj v letu 2007 in 2008. V raziskavo smo zajeli podatke, ki so bili v Zdravstvenem domu Ptuj pridobljeni na osnovi razdeljenih 350 anonimnih anketnih vprašalnikov zaprtega tipa, ki se uporabljajo v Zdravstvenem domu Ptuj v skladu s Poslovnikom kakovosti. Za analizo podatkov smo uporabili program SPSS, s pomočjo katerega smo izvedli statistično analizo podatkov (deskriptivna analiza, χ2 test, t-test, ANOVA), program Weka 3.4, s pomočjo katerega smo analizirali podatkovno bazo z odločitvenimi drevesi, ter program Excel, ki smo ga uporabili za grafični prikaz podatkov. Rezultati raziskave. Rezultati kažejo, da je odnos zdravstvenega osebja do pacientov pri ugotavljanju zadovoljstva pacientov v Zdravstvenem domu Ptuj najpomembnejši dejavnik. Najvišjo povprečno oceno vseh vprašanj so anketiranci namenili zadovoljstvu z delom in odnosom medicinskih sester. Povprečna ocena zadovoljstva z delom in odnosom medicinskih sester je v letu 2007 znašala 4,69, v letu 2008 pa 4,77 od najvišje možne ocene 5. Sledi ji ocena zadovoljstva z obiskom pri zdravniku. Najbolj kritični so bili anketiranci z oceno dostopa do ambulante in primernostjo parkirnega prostora, saj so navedenim vprašanjem namenili najnižjo povprečno oceno, in sicer 3,62 v letu 2007 ter 3,74 v letu 2008. Sklep. ZD Ptuj načrtuje in izvaja procese merjenja, analiziranja in izboljševanja, ki so potrebni, da se dokaže skladnost storitev, zagotovi skladnost sistema kakovosti in nenehno izboljšuje učinkovitost sistema kakovosti. Rezultati, pridobljeni s pomočjo anketiranja pacientov in z uporabo inteligentne analize podatkov potrjujejo, da je le-ta primerno orodje za analizo podatkov o zadovoljstvu pacientov in za izboljševanje kakovosti.

Keywords

kakovost;standard ISO 9001:2000;inteligentni sistemi;zdravstvena nega;zdravstveni dom;

Data

Language: Slovenian
Year of publishing:
Source: Maribor
Typology: 2.09 - Master's Thesis
Organization: UM FZV - Faculty of Health Sciences
Publisher: [K. Panikvar Žlahtič]
UDC: 614.2:005.336.3
COBISS: 1588388 Link will open in a new window
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Other data

Secondary language: English
Secondary title: RESEARCH AND DEVELOPMENT OF QUALITY WITH AN INTELLIGENT DATA ANALYSIS
Secondary abstract: The present dissertation represents the system of quality management in accordance with standard ISO 9001:2000 in the Ptuj Health centre, the significance of determining patient contentment and the implementation of intelligent analyses for establishing patient contentment. Research methodology. In this dissertation a quantitative methodology has been used. A comparison between available data, obtained through investigations in the Health Centre Ptuj between 2007 and 2008, has been elaborated. The research includes data from 350 anonymous questionnaires of closed type, used in health Centre Ptuj, in compliance with quality regulations. Program SPSS has been implemented to analyse data, by the means of which, a statistical analyses has been performed (descriptive analyses, χ2 test, t-test, ANOVA). Also used program Weka 3.4, has served to analyse data base with decision tree, and finally the Excel for graphical review of obtained data. Research results show that relations of health service staff towards patients present the key factor in establishing patient contentment in the Health Centre Ptuj. The highest average evaluation by the patients has been assigned to the work nurses. In 2007 the average evaluation reached 4,69, in 2008 4,88, whereas 5 was the highest evaluation possible. Next crucial factor for patients is physician visiting. Patients reviewed most critically the access to the health centre in the adequacy of parking space, thus giving it an average evaluation of 3,62 in 2007 and 3,74 in 2008. Conclusion. Health centre Ptuj plans to and carries out processes of measuring, analysing and improving, much needed to provide evidence for congruity of services, to assure congruity of the quality system and its constant efficiency improvement. The results obtained through surveys and through implementation of the intelligent analyses confirm that the latter is the most adequate instrument for analysing patient contentment data and for quality improvement as such.
Secondary keywords: quality;standard ISO 9001:2000;intelligent systems;health service;health centre;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za zdravstvene vede
Pages: VI, 144 f., 9 f. pril.
Keywords (UDC): applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;medical sciences;medicina;public health and hygiene;accident prevention;javno zdravje in higiena;preprečitev nesreč;public and professional organization of health;javna in poklicna organizacija zdravstva;science and knowledge;organization;computer science;information;documentation;librarianship;institutions;publications;znanost in znanje;organizacije;informacije;dokumentacija;bibliotekarstvo;institucije;publikacije;prolegomena;fundamentals of knowledge and culture;propaedeutics;prolegomena;splošne osnove znanosti in kulture;management;menedžment;management activities;menedžerske dejavnosti;management conditions;factors;pogoji menedžmenta;dejavniki;
ID: 14007