Satisfaction of expectations and evaluation of services of female patients of maternity hospital

Aim of the study. To evaluate attitude of female patients of obstetrics department of P. Mazylis maternity hospital towards the quality of provided services and evaluation of their expectations. Objectives. 1. To determine motivation of female patients choosing maternity hospital. 2. To analyze the quality of services of obstetrics stationary in the point of view of female patients. 3. To set satisfaction of female patients’ expectations in the department of obstetrics. 4. To evaluate knowledge of female patients of obstetrics department about process of childbirth and possible complications. Methods. Anonymous questionnaire survey of female patients was performed in obstetrics department of P. Mazylis maternity hospital during June-August, 2007. It was delivered 350 questionnaires, 311 of them were returned. Response was 89 percent. Data were analyzed using SPSS 10,0 version statistic program. Opinion of female patients about various aspects of service quality and satisfaction of expectations was evaluated in average of points and their 95 percent trustworthy intervals. Results. The main motivations choosing the maternity hospital were recommendations of relatives and acquaintances (4,21 points), convenient place (4,16 points), responses on the internet (3,72 points). Evaluating the quality of services the biggest averages of evaluation was for clean environment (4,92 points), qualitative services (4,82 points), doctor's attention (4,79 points). Experience at delivery room, in the department of birth and satisfaction of female patients' expectations were evaluated of high points (more than 4 from 5 possible). As the highest satisfaction of the service quality is intention to recommend this maternity hospital to other women (4,69 points). More satisfactory expectations are from individual care of bearing and repeatedly bearing women. According to information received during the period of pregnancy the biggest interest is about knowledge of numbing methods (4,49 points). Bearing periods (4,36 points), difficulties of baby feeding (4,21 points) are well known to female patients. Knowledge about complications of cesarean section was evaluated under 3,41 points. Conclusions: 1. The main motivations of patients of P. Mazylis maternity hospital choosing the maternity hospital were recommendations of relatives and acquaintances, convenient place of maternity hospital and responses on the internet. 2. Female patients evaluated the quality of services of obstetrics stationary under high point (more than 4 points from 5 possible). In the point of view of female patients the quality is determined by comfortably environment, communication of personnel. Individual care of bearing increases evaluation of quality of patient services. Repeatedly bearing women higher evaluate provided services at maternity hospital. 3. Expectations of female patients of obstetrics department evaluating the quality of services and attention of the staff are evaluated better during the delivery time comparing to the time after delivery. Under lower point female patients evaluated satisfaction of expectations related to baby feeding. 4. Women bearing for the first time have enough information about bearing and baby feeding. Patients do not have enough information about possible complications after bearing and Cesarean section. Repeatedly bearing women know more about complications after bearing or Cesarean section. Practical recommendations: 1. Institution providing health care services has to take into account the needs of female patients, to analyze aspects of improvement of service quality in industrial meeting of doctors and staff. 2. To seek that performed clinical procedures not only match proper quality standards but female patients would be clearly introduced with the order of their performance and possible complications. 3. Periodically introduce staff with the results of activity that the policy of quality would seem more significant and they pay more attention. 4. To discuss annual results of patients survey about satisfaction of expectations during meeting of internal audit. 5. To provide more information to patients about services provided at maternity hospital and their advantages stimulating motivation to choose this institution for childbearing