Evaluation of services provided by health care institutions in respect of the patients in vilnius

The Law on the rights of patients and compensation for the damage to their health of the Republic of Lithuania establishes the right of a patient to receive not just any healthcare services but the services of high quality. The abovementioned law defines the high quality health care services as accessible, safe, efficient health improvement, disease prevention, diagnostic, patient treatment and nursing services which are provided to an appropriate patient at an appropriate time and place by an appropriate health care professional according to the level of modern medical and nursing science and good practice, taking into account the service provider’s possibilities and the patient’s needs and expectations by satisfying or exceeding them. The objective of the paper is to evaluate the opinion of individual persons who are using ambulatory personal health care institutions in Vilnius on the quality of the services they are rendered and the tasks of the paper involved examination of the quality of the healthcare services, evaluation of the satisfaction level of the individual persons who are using the services of the personal healthcare institutions in respect of the personal healthcare services they have received and establishing the correlation between the service quality of the personal healthcare institutions and the satisfaction of the respondents in relation to the personal healthcare services they have received. During the instant survey of the quality of healthcare services in respect of the patients in Vilnius a questionnaire was developed. The answering rate of the questionnaires accounted for 79,4 %. The received data was processed with the help of SPSS for Windows 17.0 and WinPepi programs. After the survey was conducted and the collected data analyzed it became clear that only 1 out of 20 respondents evaluates the existing service level of the healthcare institutions negatively. Nevertheless the overall majority of the respondents have evaluated the present service level of the healthcare institutions as being satisfactory or good. Only a small number of respondents are unsatisfied or they are rather unsatisfied with the healthcare services they have been rendered with. More than fifty present of the respondents are rather more satisfied than unsatisfied with the personal healthcare services and 1 out of 15 respondents are even very satisfied with received services. The data analysis revealed that there is a dependency between the fact whether they are satisfied with the received personal healthcare services and the approach they have towards the existing operation of the personal healthcare institutions: the majority of respondents who are very satisfied or satisfied with the personal healthcare services they have received evaluated the operation of healthcare institutions as good or very good. It was also analogically established that the difference exists between how does the respondent evaluate the change of the service level of the personal healthcare and how he evaluates the present operation of the personal healthcare institutions: the bigger number of respondents who have evaluated the present operation of the personal healthcare institutions as very good have indicated that in their opinion the service level of the healthcare has increased over the last 2 years