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2020, vol. 77, br. 11, str. 1169-1174
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Uticaj moralnih osnova i dimenzija ličnosti zdravstvenih radnika na zadovoljstvo bolesnika zdravstvenom uslugom
The effect of moral foundations and personality dimensions of health workers on patient satisfaction with healthcare services
aUniversity of Novi Sad, Health Center Novi Sad, Novi Sad bUniverzitet u Novom Sadu, Fakultet tehničkih nauka, Srbija cKlinički centar Vojvodine, Klinika za anesteziju i intenzivnu terapiju, Novi Sad, Srbija
e-adresa: nedaterzic@gmail.com
Sažetak
Uvod/Cilj. Rad sa ljudima u medicinskoj praksi zahteva poznavanje osnovnih principa psihologije ličnosti. Cilj ovog istraživanja je bio sagledavanje uticaja moralnih osnova i dimenzija ličnosti zdravstvenih radnika na zadovoljstvo bolesnika zdravstvenom uslugom, kao i utvrđivanje faktora koji utiču na to. Metode. Istraživanje je sprovedeno primenom upitnika Big Five Inventory (BFI), Moral Foundations Questionnarie (MFQ) kao i Upitnik zadovoljstva bolesnika zdravstvenom uslugom u periodu od oktobra 2014. do marta 2016. godine. U istraživanju je učestvovalo 693 ispitanika: 329 zdravstvenih radnika (44 muškog i 285 ženskog pola) i 364 bolesnika (154 muškog i 210 ženskog pola). Rezultati. Sa porastom otvorenosti zdravstvenih radnika raste i zadovoljstvo bolesnika. Posmatrajući moralne osnove zdravstvenih radnika, postoji trend da što je niža autoritativnost zdravstvenih radnika, zadovoljstvo bolesnika e veće. Konačno, izraženija čistota morala kod zdravstvenih radnika, dovodi kod bolesnika do opadanja stepena zadovoljstva dobijenom zdravstvenom uslugom. Zaključak. Postoji direktna veza između moralnih osnova i dimenzija ličnosti zdravstvenih radnika i zadovoljstva bolesnika zdravstvenom uslugom. Stoga se, u okviru bilo koje strategije za unapređenje kvaliteta usluga u zdravstvenim sistemima, mora voditi računa o personalnim karakteristikama zdravstvenih radnika. Od zdravstvenih radnika se očekuje da na što humaniji način ispune svoj životni i profesionalni zadatak, jer je očuvanje zdravlja, kao i pomaganje u prevazilaženju bolesti, ukoliko do nje dođe, osnovna vrednost svakog čoveka. Time se mogu jasnije definisati prioriteti za poboljšanje i unapređenje kvaliteta rada zdravstvenih radnika.
Abstract
Background/Aim. Working with people in medical practice requires knowledge of the basic principles of personality psychology. The aim of this research was to examine the influence of moral foundations and personality dimensions of health workers on patient satisfaction with health service, as well as determining the factors influencing their satisfaction. Methods. The research was conducted using the Big Five Inventory (BFI), the Moral Foundations Questionnaire (MFQ) and the Questionnaire of patient satisfaction with healthcare service, from October 2014 to March 2016. The survey involved 693 respondents: 329 healthcare workers (44 males and 285 females) and 364 patients (154 males and 210 females). Results. With the increase of the openness of healthcare professionals, the patients' satisfaction was also growing. Regarding moral foundations of healthcare workers, there was an opposite trend - with lower authoritativeness of healthcare workers, patient satisfaction was greater. Finally, with more pronounced purity of healthcare workers there was a decrease in the level of patients' satisfaction with the received healthcare service. Conclusion. There is a direct association between the moral foundations and personality dimensions of health workers, and patients' satisfaction with healthcare service. Thus, any strategy for improving the quality of healthcare service should take into account personal characteristics of healthcare workers. Healthcare professionals are expected to fulfill their life and professional tasks in as a human way as possible, since preservation of the health and helping to overcome an illness, in case it develops, are the basic values of every human being. It should result in more clearly defined priorities for improvement of the quality of work of healthcare workers.
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