en POLSKI
eISSN: 2084-9834
ISSN: 0034-6233
Reumatologia/Rheumatology
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3/2019
vol. 57
 
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abstract:
Original paper

Patient satisfaction as an element of healthcare quality – a single-center Polish survey

Adrian Pękacz
1
,
Ewa Kądalska
2
,
Agnieszka Skoczylas
2
,
Tomasz Targowski
2

1.
Deputy Administrative and Technical Affairs Director, National Institute of Geriatrics, Rheumatology and Rehabilitation, Warsaw, Poland
2.
Department of Geriatrics, National Institute of Geriatrics, Rheumatology and Rehabilitation, Warsaw, Poland
Reumatologia 2019; 57, 3: 135-144
Online publish date: 2019/06/28
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Objectives
The aims of the study were to define the level of patient satisfaction with services provided by selected departments of the Institute, and to identify changes that should be introduced to the process of quality management in healthcare services.

Material and methods
A total of 455 patients from three departments of the National Institute of Geriatrics, Rheumatology and Rehabilitation in Warsaw, hospitalized between January 2016 and March 2018 were assessed retrospectively. Statistical analyses were conducted with the use of IBM SPSS Statistics 25 software.

Results
Patients at the Institute gave the highest rates to the courtesy and kindness of doctors and nurses (mean 4.77 and 4.73, respectively), the doctor’s interest in a patient’s well-being, and the nurses’ dexterity in performing medical procedures (4.63 and 4.72, respectively) The lowest-rated were the quality of meals (mean 3.77) and the waiting time for hospital admission on an appointed day (mean 4.07). The study demonstrated statistically significant differences in evaluations made by female and male patients: women had worse opinions about maintenance of intimacy during medical procedures, whereas men gave lower ratings to the size of served meals. The level of satisfaction in all analyzed aspects increased with older age. However, a higher level of patient education correlated negatively with satisfaction from the waiting time for hospital admission on an appointed day, the ability to receive information about the disease and treatment process, cleanliness and accessibility of bathrooms and toilets, or the ability to easily move around the Institute.

Conclusions
Accessibility of medical services, as well as attitudes and competences of the medical staff, are all key factors in ensuring quality care. The conditions of a hospital stay also shape the patients’ opinions in a significant way. Therefore, taking into account the patients’ opinions should become an important goal in the process of improving healthcare quality.

keywords:

hospital care, quality of healthcare, patients’ satisfaction







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