doktorska disertacija
Sanja Lucija Pečnik (Avtor), Mirna Macur (Mentor), Marjan Premik (Komentor)

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:
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 Povezava se bo odprla v novem oknu
Št. ogledov: 1
Št. prenosov: 1
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 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