(magistrsko delo)
Brigita Špes (Avtor), Jadranka Stričević (Mentor), Mateja Lorber (Komentor)

Povzetek

POVZETEK Izhodišča: Zadovoljstvo pacientov se odraža v njihovem mnenju, povezano pa je z njihovimi pričakovanji, izkušnjami z odnosom in komunikacijo zdravstvenih delavcev, varovanjem zasebnosti in podatkov pacienta, čakalnim časom, informiranostjo, urejenostjo prostorov in organizacijo dela v ustanovi, v katero prihajajo. Namen magistrskega dela je ugotoviti raven zadovoljstva z delom zdravstvenega osebja v ambulantah družinske medicine in pomen dejavnikov, ki vplivajo na zdravstveno obravnavo na primarni ravni. Raziskovalna metodologija: V teoretičnem delu magistrskega dela smo uporabili deskriptivno metodo dela. V empiričnem delu smo uporabili anketni vprašalnik pacientov, s katerim ugotavljamo zadovoljstvo pacientov z odnosom in komunikacijo zdravstvenih delavcev, varovanjem zasebnosti in podatkov pacientov, čakalnim časom, informiranostjo, urejenostjo prostorov in organizacijo dela v ambulantah družinske medicine primarnega nivoja. Za potrjevanje hipotez smo zaradi neenakomerne porazdeljenosti podatkov uporabili Mann–Whitney in Kruskal–Wallis test. V raziskavi so sodelovali 103 pacienti, ki so zadnji teden v mesecu oktobru 2016 koristili oskrbo v štirih ambulantah družinske medicine zdravstvenega doma. Rezultati: Rezultati raziskave so pokazali, da so pacienti, ki so prišli na zdravstveno obravnavo v ambulante družinske medicine, zelo zadovoljni. Ugotovili smo, da so bolj kot ženske zadovoljni moški (p = 0,001), tako z odnosom in komunikacijo zdravstvenega osebja pri zdravstveni obravnavi, kakor tudi z organizacijo dela. Z organizacijo dela so najbolj zadovoljni starejši od 56 let, saj je njihova ocena 5,00, ti so tudi najbolj zadovoljni s storitvami, povprečni rang = 88,50, in najmanj pacienti srednje starosti od 36 do 55 let, njihova povprečna ocena je 4,60, povprečni rang je 42,05. Izkazalo se je, da naročeni pacienti, povprečni rang = 54,55, čakajo dlje kot nenaročeni, povprečni rang = 35,79, in prihaja do pomembnih razlik (p = 0,001) v času čakanja na zdravstveno obravnavo. Sklep: Pomembno je, da ugotovimo pričakovanja pacientov in kateri so tisti dejavniki, ki vplivajo na njihovo večje zadovoljstvo in jih je potrebno izboljšati.

Ključne besede

zadovoljstvo;pacienti;primarni nivo;

Podatki

Jezik: Slovenski jezik
Leto izida:
Tipologija: 2.09 - Magistrsko delo
Organizacija: UM FZV - Fakulteta za zdravstvene vede
Založnik: [B. Špes]
UDK: 614.2(043.2)
COBISS: 2381220 Povezava se bo odprla v novem oknu
Št. ogledov: 1408
Št. prenosov: 270
Ocena: 0 (0 glasov)
Metapodatki: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Ostali podatki

Sekundarni jezik: Angleški jezik
Sekundarni naslov: Factors that affect patient satisfaction and organization of work at the primary level
Sekundarni povzetek: ABSTRACT Introduction: Patients' satisfaction is the opinion of patients, their expectations, experience with the attitude and communication of health professionals, the protection of privacy and patient data, waiting times, information, the arrangement of premises and the organization of work in the institution in which they come. The purpose of the master's thesis is to determine the level of satisfaction with the work of medical staff in family medicine clinics and the importance of factors that influence health treatment at the primary level. Research methodology: In the theoretical part of the master's thesis we used the descriptive method of work. In the empirical part, we used a patient questionnaire to determine patient satisfaction with the attitude and communication of health professionals, protecting privacy and patient data, waiting times, informing, arranging rooms and organizing work in outpatient clinics of primary level medicine. The Mann-Whitney and the Kruskal-Wallis test were used to validate the hypotheses due to the uneven distribution of data. 103 patients participated in the study, who were using care in four outpatient clinics in the family health clinic last week of October 2016. Results: The results of the study showed that patients who came to the medical treatment in a family medicine clinic are very satisfied. We found that men are more satisfied than women (p = 0,001), both with the attitude and communication of healthcare personnel in healthcare, as well as with the organization of work. The organization of work is the most satisfied with the elderly over 56 years, since their rating is 5,00, they are also most satisfied with the services, the average ranking = 88,50 and at least the patients of the middle age from 36 to 55 years, their average score is 4,60, average ranking = 42,05. It turned out that subscribing patients, the average ranking = 54,55 awaited longer than the unscheduled, average ranking = 35,79, and significant differences (p = 0,001) occurred while waiting for a medical treatment. Conclusion: It is important to find out the expectations of patients and what factors, which influence their greater satisfaction, need to be improved.
Sekundarne ključne besede: satisfaction;patients;primary level;Patient Satisfaction;Primary Health Care;Zadovoljstvo pacientov;Primarna zdravstvena oskrba;
URN: URN:SI:UM:
Vrsta dela (COBISS): Magistrsko delo/naloga
Komentar na gradivo: Univ. v Mariboru, Fak. za zdravstvene vede
Strani: VII, 46 f., 3 f. pril.
ID: 10880305