| Abstract | Cilj:
Cilj istraživanja je ispitati razinu zadovoljstva kvalitetom pruženih zdravstvenih usluga kod bolesnika hospitaliziranih u Općoj bolnici Dubrovnik na dvije ili više noći, unutar službi internističke djelatnosti, kirurške djelatnosti i samostalnih ustrojstvenih jedinica. Anketa je provedena na Odjelu opće interne, Odjelu za pulmologiju i imunologiju, Odjelu za gastroenterologiju, Odjelu plastične kirurgije i kirurgije dojke, Odjelu za abdominalnu i torakalnu kirurgiju, Odjelu za opću i vaskularnu kirurgiju, Odjelu za ortopediju, traumatologiju i neurokirurgiju, Odjelu za ginekologiju i opstetriciju, Odjelu za infektologiju i dermatovenerologiju te, Odjelu za kardiologiju s koronarnom i intenzivnom jedinicom.
Ispitanici i metode:
Istraživanje je provedeno na uzorku od 100 ispitanika. Podaci su prikupljeni primjenom standardiziranog upitnika kojeg su ispitanici zajedno s obrazloženjem i pristankom dobili i samostalno popunili u svrhu izrade završnog rada.
Rezultati:
Bolesnici obuhvaćeni istraživanjem ne razlikuju se bitno po dobnoj i spolnoj strukturi, te u istraživanje nisu uključene osobe mlađe od 18 godina. Potrebno je veće uključivanje i sudjelovanje pacijenata u donošenju odluka vezanih uz liječenje i dodatno informiranje o bolesti. Ispitanici su najviše zadovoljni ljubaznošću, razumijevanjem i profesionalnošću u radu liječnika i medicinskih sestara/tehničara , te su ta dva segmenta pacijenti ocijenili s najvišim ocjenama. Dobiveni rezultati pokazuju da su pacijenti podjednako nezadovoljni urednošću bolesničke sobe i sanitarnog čvora. Rezultati dobiveni ovim istraživanjem ne pokazuju znatne razlike u zadovoljstvu pacijenata među pojedinim odjelima. Možemo uočiti da najstarija dobna skupina ispitanika pokazuje višu razinu zadovoljstva u odnosu na ostale dobne skupine.
Zaključci:
Bolesnici hospitalizirani u Općoj bolnici Dubrovnik na dvije ili više noći, unutar internističkih djelatnosti, kirurških djelatnosti i djelatnosti samostalnih ustrojstvenih jedinica tijekom listopada i studenoga, 2019. godine, pokazali su visoku razinu zadovoljstva kvalitetom pruženih zdravstvenih usluga. Nisu utvrđene razlike u zadovoljstvu kvalitetom zdravstvenih usluga obzirom na ustrojstvenu djelatnost. Utvrđeno je da postoji povezanost između različitih dobnih skupina i zadovoljstva. |
| Abstract (english) | Aim:
The aim of the research is to examine the level of satisfaction with the quality of health services provided by patients hospitalized in the Dubrovnik General Hospital for two or more nights within the departments of internal medicine, surgery, and independent organizational units. The survey was conducted at the general internal medicine department, the pulmonology and immunology department, the gastroenterology department, the plastic and breast surgery department, the abdominal and thoracic surgery department, the general and vascular surgery department, the orthopedics, traumatology, and neurosurgery department, the gynecology and obstetrics department, the department of infectious diseases and dermatovenerology, and the department of cardiology with a coronary and intensive care unit.
Patients and Methods:
The research was conducted with a sample of 100 respondents. The data was collected using a standardized questionnaire, which the respondents, together with the explanation and consent, received and filled out independently for the purpose of preparing the final paper.
Results:
The patients included in the research did not differ significantly in terms of age and gender structure, and no persons under the age of 18 were included in the research. Greater involvement and participation of patients in making decisions related to treatment and additional information about the disease are needed. The respondents were most satisfied with the kindness, understanding, and professionalism of the doctors and nurses, and patients rated these two segments with the highest marks. According to the findings, patients are equally dissatisfied with the cleanliness of the patient room and sanitary facilities. The results obtained from this research do not show significant differences in patient satisfaction between individual departments. We can see that the oldest age group of respondents shows a higher level of satisfaction compared to other age groups.
Conclusions:
Patients hospitalized in the Dubrovnik General Hospital for two or more nights within internal medicine, surgery, and independent organizational units during October and November 2019 showed a high level of satisfaction with the quality of the health services provided. No differences were found in satisfaction with the quality of health services with regard to organizational activity. It was found that there is a relationship between different age groups and satisfaction. |
