Contentments of Patients With The Quality of Healthcare Services in Zadar General Hospital

Cilj: Cilj istraživanja je ispitati razinu zadovoljstva kvalitetom pruženih zdravstvenih usluga kod bolesnika hospitaliziranih u Općoj bolnici Zadar na dvije ili više noći, a unutar internističke i kirurške djelatnosti. Metode: Podaci su prikupljeni primjenom standardiziranog upitnika kojeg su ispitanici zajedno s obrazloženjem i obrascem informiranog pristanka dobili na ruke i samostalno popunili. Rezultati: Bolesnici obuhvaćeni istraživanjem ne razlikuju se bitno po spolnoj i dobnoj strukturi, te duljini trajanja hospitalizacije. Segment koji se ističe u smislu potrebnog povećanja razine zadovoljstva bolesnika odnosi se na iskustvo na odjelu. Isto podrazumijeva potrebu za dodatnim većim uključivanjem bolesnika u donošenje odluka vezanih uz liječenje, dodatno informiranje o bolesti i planu liječenja, te detaljne upute o ponašanju nakon otpusta iz bolnice. Za razliku od zadovoljstva liječnicima kod zadovoljstva medicinskim sestrama se uočilo da su pacijenti unatoč visokim rezultatima, ljubaznost i ophođenje od strane medicinskih sestara ocijenili višom ocjenom u odnosu na ostale segmente. Dobiveni rezultati pokazuju da su pacijenti podjednako zadovoljni urednošću bolesničke sobe, sanitarnog čvora i prehranom. Nadalje, rezultati dobiveni ovim istraživanjem ne pokazuju postojanje razlike između muškaraca i žena, niti postojanje razlike obzirom na životnu dob, stručnu spremu i mjesto stanovanja. Međutim, možemo uočiti da najstarija skupina ispitanika pokazuje tendenciju niže razine zadovoljstva u odnosu na ostale dobne skupine. Djelatnost i duljina trajanja hospitalizacije nisu utjecali na razinu zadovoljstva bolesnika kvalitetom pruženih zdravstvenih usluga. Zaključci: Bolesnici hospitalizirani u Općoj bolnici Zadar na dvije ili više noći, unutar internističkih i kirurških djelatnosti, tijekom srpnja i kolovoza, 2015. godine, pokazali su visoku razinu zadovoljstva kvalitetom pruženih zdravstvenih usluga. Nisu utvrđene razlike u zadovoljstvu kvalitetom zdravstvenih usluga obzirom na djelatnost hospitalizacije i duljinu njezina trajanja. Utvrđeno je da postoji povezanost između različitih aspekata zadovoljstva s globalnom procjenom zadovoljstva zdravstvenom skrbi.Goal: The goal of this research is to determine the contentment of services provided to patients hospitalized in Zadar General Hospital for two or more overnight stays within internist and surgical activities. Methods: Data is collected using a standardized questionnaire, which was given to examinees personally and which included a rationale, as well as an informed consent form. Results: Patients included in the research do not differentiate significantly in gender and age structure nor in the duration of their hospitalization. To increase the level of contentment of hospitalized patients, experience in the department is a segment which needs to be greatly improved, meaning that patients need to be included in decisions related to their treatment, providing additional information about their illness and treatment plan, as well as detail instructions on how to conduct after being released from the hospital. Unlike contentment with doctors, patients evaluated nurses' cordiality and behaviour with a higher grade in regards to concern, understanding and professional expertise. Obtained results show that patients are equally content with the neatness of their patient room, toilet and food. Furthermore, results obtained with this research do not show any difference between male and female patients, nor difference in regards to their age, level of education and place of residence, even though we can notice that oldest examinees tend to show a lower level of contentment in regards to other age groups. Activities and the duration of hospitalization did not significantly affect the patients' level of contentment. Conclusions: Patients hospitalized in Zadar General Hospital for two or more overnight stays within internist and surgical activities during July and August 2015 have shown a high level of contentment with the quality of provided health services. It was determined that there is a correlation between various aspects of content with the global assessment health care contentment