doktorska disertacija
Povzetek
V doktorski disertaciji z naslovom »Zadovoljstvo pacientov v zobozdravstvu kot
sociomedicinski fenomen« obravnavamo zaznave pacientov v zvezi z zobozdravstveno
oskrbo in ugotavljamo, kateri izmed preučevanih dejavnikov ima odločujoč vpliv na
zadovoljstvo stomatoloških pacientov. Podrobno evalviramo, kako pacienti ocenjujejo
zadovoljujočo zobozdravstveno oskrbo in čemu dajejo največji pomen. Zanima nas, ali je
zanje ključna zobozdravnikova strokovnost, njegova osebnost ali zobozdravniška
organiziranost. Hkrati ugotavljamo, kako na raven njihovega zadovoljstva in na
razbremenitev strahu pred zobozdravniškimi posegi vplivata vljudnost in ustrezna
komunikacija zobozdravnika.
Nadalje analiziramo vpliv stroškov za zobozdravstveno oskrbo na raven zadovoljstva
uporabnikov in iščemo odgovor na vprašanje, ali obstaja povezava med vrsto
zobozdravstvenih težav, zaradi katerih pacienti sploh iščejo pomoč zobozdravnika in njihovo
oceno zadovoljstva z zobozdravstvom.
Ugotavljamo tudi, kakšno je zadovoljstvo anketirancev glede na tip izvajalca
zobozdravstvenih storitev (javno zobozdravstvo v zdravstvenih domovih, javno
zobozdravstvo s koncesijo in čisto zasebništvo oziroma samoplačniško zobozdravstvo)
približno dvajset let po uvedbi privatizacije na področju zobozdravstva.
Merski instrumenti, ki smo jih uporabili, so mednarodni, standardizirani vprašalniki o
zadovoljstvu ter so specifični za zobozdravstveno področje in omogočajo primerljivost
aktualnosti spoznanj o naravi in dejavnikih, ki vplivajo na raven zadovoljstva pacientov z
zobozdravstvom.
Na podlagi analize dejavnikov, ki so se izkazali kot pomembnejši dejavniki za zadovoljstvo in
na podlagi preverjene kolinearnosti smo izdelali model, ki je zajemal tako vidike
profesionalnosti in sposobnosti zaposlenih, tehnično dovršenost in opremljenost, odnos
zaposlenih, upoštevaje prijaznost, uslužnost individualno pozornost, razlago postopkov,
dostopnost, komunikacijo, prilagodljivost, odzivnost, zanesljivost, zaupanje, ugled in
kredibilnost kot tudi vpliv okolja in izkušenj z drugimi ponudniki. Rezultati kažejo, da so s
skupno oceno zadovoljstva v zadnjih dvanajstih mesecih najmočneje pozitivno korelirale
strokovnost zobozdravnikov, sočutnost, čas, ki ga namenijo pacientom, razlaga postopkov
zdravljenja, prijazno vzdušje in odprava bolečin oziroma brezbolečinsko delo. Negativno pa
so vplivali dostopnost zobozdravnika zunaj delovnega časa, seznanjenost z zadnjimi
kliničnimi dosežki ter izobrazba anketirancev.
Rezultati, ki so nas najbolj presenetili, se nanašajo na zadovoljstvo anketirancev z različnimi
tipi izvajalcev zobozdravniških storitev približno dvajset let po uvedbi privatizacije v
zdravstvu. V nasprotju z do zdaj narejenimi študijami smo namreč ugotovili, da so anketiranci
najbolj zadovoljni z zobozdravniki v zdravstvenih domovih, sledijo pa jim samoplačniški
zobozdravniki oziroma koncesionarji, med katerimi ni bilo pomembnih razlik.
Ključne besede
storitve;komunikacija;strah;zadovoljstvo;zobozdravstvo;zdravstvena dejavnost;zobozdravstvena dejavnost;zobozdravnikova strokovnost;osebnost;
Podatki
Jezik: |
Slovenski jezik |
Leto izida: |
2013 |
Tipologija: |
2.08 - Doktorska disertacija |
Organizacija: |
FUDŠ - Fakulteta za uporabne družbene študije v Novi Gorici |
Založnik: |
[S. L. Pečnik] |
UDK: |
316.626:614.253:616.314(043.2) |
COBISS: |
1024639297
|
Št. ogledov: |
1 |
Št. prenosov: |
1 |
Ocena: |
0 (0 glasov) |
Metapodatki: |
|
Ostali podatki
Sekundarni jezik: |
Angleški jezik |
Sekundarni povzetek: |
The doctoral thesis entitled “Dental Patients' Satisfaction as a Socio–Medical Phenomenon”
considers the patient's perception of dental care and identifies which of the examined factors
has the highest impact on the dental patients' satisfaction. The thesis evaluates the patient's
criteria for satisfactory dental care and identifies the most important factors for the patient.
The aim was to establish the key factor for the patient: dentist's expertise, dentist's personality
or dental care organisation. Simultaneously, the thesis examines the dentist’s friendliness and
proper communication as potential factors to influence the patient's satisfaction and relief of
fear.
Furthermore, the author aimed to analyse the effects of dental care costs on the user
satisfaction level and identify any potential relationships between the type of the dental
problem for which the patient is seeking intervention and the patient's evaluation of their
satisfaction level.
The respondents' satisfaction has also been evaluated in relation to the type of the dental care
provider (public dentistry in a public health centre, concession public health facility or private
enterprise (paying patients) after approximately 20 years since the dentistry was privatised.
International standardised dentistry-specific questionnaires on satisfaction were used for
measuring. These questionnaires allow the comparability of the currentness of the factors
which influence the level of dental patients' satisfaction with dental care as well as their
nature.
Based on the analysis of the satisfaction factors which proved to be more important and on the
basis of a verified collinearity, a model was made to encompass the aspects of employees'
professionalism and capabilities, technical excellence and equipment, employees' attitude -
taking into account their friendliness, courtesy individual attention, explanation of procedures,
availability, communication, flexibility, responsiveness, reliability, trust, reputation and
credibility, as well as impact of the environment and experience with other providers. The
results show that the factors most positively correlated with the satisfaction perception in the
last 12 months were the dentist's expertise, empathy, time devoted to patients, explanation of
treatment procedure, friendly atmosphere and pain management or pain–free procedures. The
negative factors were the dentist's availability after working hours, familiarity with the latest
clinical achievements and respondents' education level.
The most surprising results are related to the respondents' satisfaction with various types of
dental care providers approximately 20 years after the privatisation of the dental care system.
In contrast with the published studies, it was found that the respondents are the most satisfied
with dentists in public health care centres, followed by the private enterprise dentists with
paying patients and the dentists in the concession facilities, with no significant differences
between the latter two groups. |
Sekundarne ključne besede: |
dentistry;medical and dental practice;services;communication;fear;satisfaction;dentist's expertise and personality; |
Vrsta dela (COBISS): |
Doktorsko delo/naloga |
Komentar na gradivo: |
Fak. za uporabne družbene študije v Novi Gorici |
Strani: |
302, [48] str. |
ID: |
13184925 |