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| Identifier |
000353942 |
| Title |
Ποιότητα υπηρεσιών υγείας, προσδοκίες και ικανοποίηση ασθενών από μια ιδιωτική κλινική στο Ηράκλειο Κρήτης |
| Alternative Title |
The quality of health services, expectations and measurement of patients' satisfaction of a private hospital in Heraklion-Crete |
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Author
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Πετράκη, Σοφία
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Thesis advisor
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Φιλαλήθης, Αναστάσιος
Σουλιώτης, Κυριάκος
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| Abstract |
The quality in health services, especially in hospitalized care, is one of the fundamental
criteria that every healthcare organisation and health care system seek. Over the last years, the
interest in research has been focused in the sphere of quality assurance. Nowadays, a common
way of investigating the quality of offered services is recommended by the measurement of
patients’ satisfaction as well as in evaluating their attitude towards professionals and health
services offered. Aim: Under the scope of the above developments and the guaranteed
necessity of provoking the patient’s passive behaviour and dependence on the suppliers of
health services, this research will try to measure the patients’ satisfaction on the offered health
services of a private general hospital in Heraklion-Crete, as well as inquiry of the socioeconomic
factors related. The sample is made out of 200 people; 100 were hospitalized in the
clinic and the rest 100 were emergency patients. There were two versions of the questionnaire
depending on the time the patients’ had available. Results: The expectations of the patients
seemed to be quite high, reaching 95%, regardless their socio-economic status. As far as the
hospitalized patients were concerned, their satisfaction was characterised as very well in the
57,3% of the cases, when 43,1% expected so. On the other hand, the expectations of the
emergency patients seemed to be higher. 56,9% expected high satisfaction when only 42,7%
actually received it. The greatest percentage of users in total, choose hospitals according to the
expertise of the medical staff (67%), an opinion which is in line with the choice of the private
hospital but to a lesser percentage (38%). A second important factor to this is the delivery speed
of the offered services of the hospital with a percentage rate of 26%. Regarding the expected
satisfaction there doesn’t seem to be a major statistical difference as far as the educational level
of the sample is concerned (p=0, 49). The overall observed satisfaction is high in similar levels
regardless of previous experiences (p=0,68). Concluding, 91% of the sample would recommend
the particular hospital to a third party. Conclusions: Gathering information in regard to
patients’ services satisfaction is a vital parameter for the constant quality improvement process
of health services provided. Efforts have to be made to overcome any methodological problems
and through analytical approach of the term satisfaction, those factors that will match with or
overcome in total the expectations of patients in health services provided should be researched.
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| Physical description |
ii, 122 σ. : πιν. ; 30 εκ. |
| Language |
Greek |
| Subject |
Expectations |
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Patient Satisfaction |
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Private clinics |
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Quality Assurance, Health Care |
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Quality of Health Care |
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Quality of health services |
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Εξασφάλιση ποιότητας φροντίδας υγείας |
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Ιδιωτικός τομέας υγείας |
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Ικανοποίηση ασθενών |
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Ποιότητα υπηρεσιών υγείας |
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Ποιότητα φροντίδας υγείας |
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Προσδοκίες |
| Issue date |
2008-04-03 |
| Collection
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School/Department--School of Medicine--Department of Medicine--Post-graduate theses
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Type of Work--Post-graduate theses
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| Notes |
Πρόγραμμα μεταπτυχιακών σπουδών: "Δημόσια Υγεία και Διοίκηση Υπηρεσιών Υγείας" |
| Views |
247 |
Ποιότητα υπηρεσιών υγείας, προσδοκίες και ικανοποίηση ασθενών από μια ιδιωτική κλινική στο Ηράκλειο Κρήτης
