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Identifier 000454705
Title Διερεύνηση του βαθμού ικανοποίησης παρεχόμενων υπηρεσιών υγείας από ασθενείς νοσηλευόμενους σε ιδιωτική κλινική της Κρήτης
Alternative Title Investigation of satisfaction degree of patients received medical services in a private hospital in Crete
Author Θερκιάι, Φραντζέσκα
Thesis advisor Ηλία, Σταυρούλα
Reviewer Μπριασούλης, Γεώργιος
Βλασιάδης, Κωνσταντίνος
Μπριασούλης, Παναγιώτης
Abstract Background: The recording of the quality of health services offered is a remarkable indicator for assessing patient satisfaction. It is equally important that the patient himself assesses his satisfaction with the health services offered to him during his hospitalization, because the perception of satisfaction differs from. In this way there is a complete picture because of the different perception of the quality of service provision that each patient has during their stay in hospital. Patient satisfaction is also related to the relationship between health care staff and the patient, patients expectations of services, the effectiveness of treatment, the care environment and accessibility of the health care structure. Objective: The aim of the present study is to evaluate the degree of satisfaction of inpatients with the health services provided in a private clinic in Crete, which is expressed through the patients’ opinion using a weighted questionnaire, as well as to investigate the factors that may influence the overall perception of patients regarding the health services provided. Methods: This is a cross-sectional observational study in patients aged > 18years old who are hospitalized in a private clinic in the prefecture of Heraklion, which serves almost all basic medical specialties. Data was collected using a structured patient satisfaction questionnaire from the Ministry of Health. The questionnaire consists of 2 sections of questions. The first includes patient demographics and the second includes questions related to patient satisfaction. The collection of the questionnaires took two months. The questionnaire was completed at the time of patient discharge, so that the patient could have a complete view of the services received and it concerned hospitalizations of more than 24 hours. The sampling design used was simple random sampling and the questionnaires were anonymous. Results: 100 completed questionnaires were collected (men 37%, mean age 50.35±19.37 years). The mean patient satisfaction score for nursing care provided was 92% ±8.9 and was inversely correlated with age (Spearman rho -0.304, 95% CI -0.538 - -0.025, p=0.029). The mean patient satisfaction score of the medical care provided was 94%±9.6. The hospital environment related to cleanliness and quietness was rated with a mean of 89.12% ±10.75. Patients' experiences of the hospital included being informed about medication (sometimes 47%), being informed about possible treatment side effects (never 78%), whether they were checked for pain (often 59%), and whether there was a staff response to pain management (always 39%). Mean satisfaction was 55.11% ±22 (min 11- max 100), and was not associated with any factor. Patient satisfaction on discharge from the hospital was assessed as 70.5%± 41.5. Age was statistically significantly associated with patient satisfaction at discharge (Spearman rho -0.427, 95% CI -0.632 - -0.166, p=0.002). The clinic in which the patients were hospitalized was associated with the degree of satisfaction, (Pathology clinic 56.5% satisfaction vs Surgery 93.1% vs Cardiology clinic 57.1%, p=0.002). Furthermore, satisfaction was statistically significantly related at discharge to the person completing the questionnaire, with relatives/caregivers reporting lower rates of satisfaction than patients themselves (patients 81.4% satisfaction vs. caregivers/relatives 31.8% satisfaction, p<0.001). Conclusion: The general perception of the quality of health services provided was rated as very good. Age was inversely proportional to the degree of satisfaction. Medical health services and surgical clinics scored higher in terms of patient satisfaction. Relatives/caregivers, had a lower degree of satisfaction compared to patients. Evaluating the quality of the services provided is a cornerstone for improving health services
Language Greek
Subject Private clinic
Issue date 2023-04-05
Collection   School/Department--School of Medicine--Department of Medicine--Post-graduate theses
  Type of Work--Post-graduate theses
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