THE IMPORTANCE OF EFFECTIVE HEALTHCARE WORKERS COMMUNICATION FOR PATIENTS SATISFACTION

Diplomsko delo je raziskovalno delo in je predstavljeno v dveh delih. Prvi del je teoretičen, drugi del pa empiričen. V teoretičnem delu smo s pomočjo obstoječe literature opredelili nekatere pojme, ki se nanašajo na komunikacijo v zdravstvu. V drugem empiričnem delu so predstavljeni rezultati raziskave, ki je sestavljena iz dveh delov. Prvi del raziskave je namenjen bolnikom. V tem delu raziskave nas je zanimalo, kako so bolniki zadovoljni z komunikacijo zaposlenih v zdravstvu, z delom zdravnikov in medicinskih sester. Drugi del raziskave pa je namenjen zaposlenim v zdravstvu. V raziskavo so bile vključene različne delovne skupine, ki sodelujejo pri celostni obravnavi bolnika: zdravniki, medicinske sestre, zdravstveni tehniki, fizioterapevti, administrativni tehniki. V drugem delu raziskave nas je zanimalo, katere komunikacijske kanale zaposleni najpogosteje uporabljajo, s kom v svojem delovnem okolju najpogosteje komunicirajo, kakšne so vsebine teh pogovorov in kateri so dejavniki, ki vplivajo na to, da uspešno komunicirajo. Prav tako nas je zanimal tudi podatek o splošnem zadovoljstvu zaposlenih z medsebojno komunikacijo. V raziskovalnem delu so naštete tudi hipoteze, ki naj bi jih z raziskavo ovrgla ali potrdila. Kot metodo zbiranja podatkov sem uporabila anketni vprašalnik, tako za bolnike kot tudi za zaposlene. Anketni vprašalnik za bolnike je vseboval 12 vprašanj, prav tako tudi za zaposlene. Rezultati so grafično prikazani s pomočjo računalniškega programa Microsoft Excel. S pomočjo raziskave smo ugotovili, da so sodelavci z medsebojno komunikacijo zadovoljni in da je po njihovem mnenju ni potrebno izboljšati. Tudi bolniki so zadovoljni z komunikacijo zaposlenih in menijo, da so odnosi med njimi dobri. V sklepnem delu naloge smo povzeli rezultate raziskave, o njih razpravljali in podali nekatere predloge in mnenja.This graduation thesis is based on research and is presented in two partsfirst, theoretical, and second, empirical. The first - theoretical part defines several concepts related to communication in healthcare setting, using existing literature. The second, empirical part, presents the results of the research, which was conducted in two parts. The first part of the research involved patients. We aimed to analyze their satisfaction with the communication and the care that they received from healthcare workers, namely nurses and physicians. The second part of the research was conducted in healthcare workers. Different profiles of healthcare personnel were included in this research: physicians, nurses, physical therapists, administrative workers. This part of the research focused on the communication channels used by healthcare employees, whom they communicate with most frequently in their work environment, what are the communication topics and which are the factors that facilitate successful communication. The satisfaction of the healthcare workers with the communication among themselves was also analyzed. The research part of the thesis lists hypotheses that were either confirmed or rejected by the research work. Questionnaire consisting of 12 questions was used in both, patients and healthcare workers, their answers were collected and graphically presented using Microsoft Excel. The results of this research show high satisfaction of the healthcare workers with their communication and no improvement is considered necessary by the research subjects. The patients were satisfied with the communication they received form healthcare workers and rate their professional relations as good. The conclusion summarizes the research results, discusses the findings and presents several ideas regarding possible improvements