STUDY OF HEALTH CARE USER SATISFACTION IN GORIŠKA REGION

Zadovoljnost uporabnika zdravstvenih storitev v javnem zdravstvu je pomemben dejavnik, ki nas spremlja vedno, kadar takšno storitev potrebujemo. Zdravstvena dejavnost je storitvena dejavnost, kar pomeni, da imajo zaposleni, ki storitev izvajajo, ključno vlogo pri zadovoljitvi uporabnikov. Z njimi imajo veliko vsakodnevnih stikov, zaradi česar je potreba po kompetentnih, visokoizobraženih, odprtih in prijaznih zaposlenih. Namen diplomskega dela je bil analizirati in prikazati pomembnost posameznih dejavnikov zadovoljstva uporabnikov zdravstvenih storitev in stanje (ne)zadovoljstva uporabnikov zdravstvenih storitev na območju goriške regije. Glavni cilj diplomskega dela je raziskati, ali so uporabniki zadovoljni s storitvijo javnega zdravstva v štirih različnih ambulantah Zdravstvenega doma Nova Gorica in Zdravstvenega doma Šempeter pri Gorici. Rezultati raziskave, ki je bila opravljena med naključnimi uporabniki zdravstvenih storitev na območju goriške regije, kažejo, da so uporabniki zadovoljni s storitvami javnega zdravstva. Najmanj so zadovoljni s čakalnim časom, najbolj pa s komuniciranjem in spoštovanjem dostojanstva. Raziskava je tudi pokazala, da so mlajši in izobraženi uporabniki storitev bolj zahtevni. Svetuje se, da se izobraževalni program strokovnega študija dopolni s programom področja zadovoljevanja potreb zdravstvene nege in da se poveča pomen zadovoljevanja pacienta. Sistematizirano se je treba lotiti dviga motiviranosti in nagrajevanja zaposlenih ter zaposlene ozavestiti o vrednotah zadovoljstva uporabnikov zdravstvenih storitev.A satisfied consumer of health care services in public health care is an important factor that is always present when we need such services. Healthcare service are service activities, meaning that employees performing such services hold the key role in consumer satisfaction. They extensively interact with consumers every day, thus resulting in a high demand for competent, highly educated, open, and friendly employees. The purpose of the diploma thesis is to analyse and present the significance of individual satisfaction factors for health care consumers and the level of satisfaction – or lack thereof – of health care consumers in the Goriška region. The main goal of the diploma thesis was to study whether the consumers are satisfied with the public health care services in four different clinics of Nova Gorica Health Care Centre and Šempeter pri Gorici Health Care Centre. The findings of the study, which was conducted with random health care consumers in the Goriška region, show that consumers are satisfied with health care services. They are least satisfied with waiting time and most satisfied with communication and respect of their dignity. The study has also shown that younger and educated health care consumers are more demanding. We recommend that the educational programme of strike studies is supplemented with a programme on meeting the health care needs and the importance of patient satisfaction. A systematic approach is required for raising motivation and rewarding employees, and the employees’ awareness of the value of health care consumer satisfaction has to be improved