- citati u SCIndeksu: 0
- citati u CrossRef-u:0
- citati u Google Scholaru:[
 ]
- posete u poslednjih 30 dana:8
- preuzimanja u poslednjih 30 dana:3
|
|
|
2013, vol. 42, br. 4, str. 1-9
|
|
Zadovoljstvo korisnika radom službi opšte medicine u zdravstvenim ustanovama Šumadijskog okruga
The users satisfaction with the general medicine services in health care institutions of Sumadija district
aUniverzitet u Kragujevcu, Fakultet medicinskih nauka bInstitut za javno zdravlje, Kragujevac
e-adresa: jovanarad@yahoo.com
Sažetak
Satisfakcija je jedna od varijabli koja utiče na ishod zdravstvene zaštite i korišćenje usluga. Da bi se poboljšalo pružanje zdravstvene zaštite, prediktori nezadovoljstva moraju biti identifikovani i otklonjeni. Cilj istraživanja je da se ustanovi stepen zadovoljstva korisnika radom službi opšte medicine u zdravstvenim ustanovama Šumadijskog okruga. Zadovoljstvo korisnika ispitivano je prema stručno-metodološkom uputstvu Instituta za javno zdravlje Srbije 'Dr Milan Jovanović-Batut', a u skladu sa instrukcijama Ministarstva zdravlja Republike Srbije. Upitnik o zadovoljstvu korisnika radom opšte medicine, pedijatrije i ginekologije je sačinjen prema upitniku SZO za procenu dostupnosti, korišćenja, koordinacije i sveobuhvatnosti zdravstvene zaštite koji je korišćen u istraživanju SZO u Republici Srbiji 2009. godine. U službama opšte medicine domova zdravlja Šumadijskog okruga, 44,4% anketiranih korisnika zdravstvene zaštite je zadovoljno svojim lekarom, dok je 23,7% njih izjavilo daje veoma zadovoljno. Kada je u pitanju komunikacija i saradnja pacijenta sa izabranim lekarom, ispitanici su najzadovoljniji kvalitetom informacija koje dobiju od svog izabranog lekara o svojoj bolesti i njenom lečenju (74,9%), a najmanje zadovoljni poznavanjem lične situacije pacijenta od strane izabranog lekara (61,9%). Takođe, uočava se visok stepen zadovoljstva pacijenata saradnjom sa medicinskim sestrama, kao i timskim radom lekara i medicinskih sestara.
Abstract
Satisfaction is one of the variables that influences the outcomes of health care and use of health services. In order to improve the provision of health care, predictors of dissatisfaction must be identified and eliminated. The aim of the research was to determine the degree of patient satisfaction with the work of the general practice in Sumadija health care services. User satisfaction was examined by an expert-examination procedure defined by the Institute of Public Health of Serbia 'Dr Milan Jovanovic-Batut', and in accordance with the instructions of the Ministry of Health of the Republic of Serbia. Questionnaire about users' satisfaction with general medicine, pediatrics and obstetrics was made according to the WHO questionnaire for the assessment of availability, utilization, coordination and comprehensiveness of care that was used in the research of WHO in the Republic of Serbia in 2009. year. In general practice departments of Sumadija health centers, 44.4% of healthcare users are satisfied with their doctor, while 23.7% of them said they were very satisfied. When it comes to communication and cooperation with the patient's chosen physician, respondents were most satisfied with the quality of information provided by their chosen doctor about their illness and its treatment (74.9%), and least satisfied with chosen doctor's interest in patient's personal situation (61.9%). We also observed a high degree of patient satisfaction with cooperation with the nurses and the teamwork of doctors and nurses.
|
|
|
|
Reference
|
|
|
*** (2004) Metodološko uputstvo za postupak izveštavanja zdravstvenih ustanova o pokazateljima kvaliteta rada, listama čekanja, zadovoljstvu pacijenata i obuci zaposlenih. Beograd: Institut za zaštitu zdravlja Srbije
|
|
|
*** (2000) ISO 9004:2000 Quality management systems: Guidelines for performance improvement. ISO
|
|
   
|
Abdal, K.A., Aday, L.A., Walker, G.M. (1996) Patient satisfaction in government health facilities in the state of Qatar. J Community Health, 21(5): 349-58
|
|
|
Cucić, V. (1983) Kvalitet zdravstvene zaštite u nadzoru nad stručnim radom. Zdravstvena zaštita, 1: 7-11
|
|
|
Cucić, V. (1986) Kvalitet zdravstvene zaštite - razvoj, stanja i moguće perspektive. Zdravstvena zaštita, 15(6): 8-17
|
|
1
|
Institut za javno zdravlje Srbije 'Dr Milan Jovanović-Batut' (2010) Praćenje pokazatelja kvaliteta zdravstvene zaš-tite - prikaz izabranih pokazatelja. Srbija 2005-2009. Beograd: Papirograf
|
|
|
Larrabee, J.H., Ferri, J.A., Hartig, M.T. (1997) Patient satisfaction with nurse practitioner care in primary care. J Nurs Care Qual, 11(5): 9-14
|
|
|
Leavey, G., King, M., Cole, E., Hoar, A., Johnson-Sabine, E. (1997) First-onset psychotic illness: patients' and relatives' satisfaction with services. British Journal of Psychiatry, 170(1): 53-57
|
|
|
Tong, D., Chung, F., Wong, D. (1997) Predictive factors in global and anesthesia satisfaction in ambulatory surgical patients. Anesthesiology, 87(4): 856-64
|
|
|
U.K. Department of Health (1990) Statement on TQM. London
|
|
|
WHO Regional Office for Europe (1990) Evaluating the adequacy of health care through a study of consumer satisfaction. Report on a WHO Study
|
|
|
|
|