Patients\u27 evaluation of nusres quality of work in outpatient services

Diplomsko delo predstavlja najprej teoretični del o delu medicinske sestre v ambulantni dejavnosti. Delo medicinske sestre v ambulantni dejavnosti je raznoliko in naporno. Ker je vsaka medicinska sestra odgovorna za veliko število pacientov, nas je zanimalo, kako si medicinske sestre organizirajo obravnave pacientov in kako so pacienti zadovoljni z obravnavo v ambulantah s strani medicinske sestre. V raziskavi je sodelovalo petdeset pacientov Zdravstvene postaje Tezno, kateri so odgovarjali na anketni vprašalnik z enaindvajsetimi vprašanji. Raziskava je potekala v mesecu aprilu 2009. Z raziskavo smo ugotovili, da se kar 92% pacientov na obravnavo oz. pregled predhodno naroči, kar pripomore k boljšemu načinu obravnave in krajšemu času čakanja na obravnavo. 66% pacientov, ki so na obravnavo čakali, je dobilo pojasnilo, zakaj so bili obravnavani z zamudo. Pacienti so mnenje, da veliko odgovornost za zamujanje obravnave nosijo sami, saj se še vedno veliko pacientov ne drži točnega časa obravnave. 46% pacientov je bilo z obravnavo zadovoljnih. 66% anketiranih je mnenja, da so medicinske sestre preobremenjene z administrativnim delom in tako se ne morejo dovolj posvetiti pacientom. Z analizo rezultatov raziskave smo torej spoznali, da medicinske sestre v Zdravstveni postaji Tezno svoje delo opravljajo kakovostno, kar pomeni, da delo v ambulantah poteka nemoteno. 72% pacientov je čakalo do 20 minut, kar je kratek čas glede na čakanje še pred nekaj leti. Pacienti so s sprejemom in komunikacijo medicinske sestre v splošni ambulanti zadovoljni, moteči so telefoni, na kar pa medicinska sestra nima vpliva.First part of this diploma represents theoretical part on the work of a nurse in an outpatient service. Work of a nurse in an outpatient service is diverse and strenuous. Since each nurse is responsible for great number of patients, we were interested in the ways nurses organise patient treatment and how the patients are satisfied with the nurse’s treatment in an outpatient service. This research included 50 patients from Zdravstvena postaja Tezno who filled out a questionnaire with 21 questions. The research was carried out in April 2009. With this research we found out that 92% of patients make a prior appointment for the examination or treatment. This contributes to a better method of treatment and reduced waiting time for a treatment. 66% of patients who had to wait for a treatment were explained why they were treated with a delay. Patients believe that they are to a great extent responsible for a delay in treatment because many patients still do not come on time for their treatment. 46% of patients werw satisfied with the treatment. 66% of the patients think the nurses are overloaded with paperwork and that because of it they cannot devote all their attention to he patients. With the result analysis of the research we came to a conclusion that nurses in Zdravstvena postaja Tezno are doing their work qualitatively which means that the work in outpatient services is carried out undisturbed. 72% of patients had to wait up to 20 minutes which is a short period in regards with waiting time just a few years ago. The patients werw satisfied with the reception and the communication of a nurse in an outpatient clinic. They were disturbed by the ringing telephones but the nurse does not have an influence over them