Unit:
Διαπανεπιστημιακό - Διατμηματικό ΠΜΣ Οργάνωση και Διοίκηση Υπηρεσιών Υγείας-Πληροφορική ΥγείαςLibrary of the School of Health Sciences
Author:
Moschoutas Sotirios
Supervisors info:
Μαριάννα Διομήδους, Αναπλ. Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ
Ιωάννης Μαντάς, Καθηγητής, Νοσηλευτική, ΕΚΠΑ
Αθηνά Καλοκαιρινού, Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ
Original Title:
Εκτίμηση της ικανοποίησης των χρηστών υπηρεσιών υγείας από τις προσφερόμενες υπηρεσίες υγείας από γενικούς ιατρούς και νοσηλευτές στην πρωτοβάθμια φροντίδα υγείας
Translated title:
Assessment of health care users’ satisfaction from services provided by general practicioners and nurses in primary health care
Summary:
Background: Health care users’ satisfaction is an index used by health care policy carriers in order to assess service quality in the context of health care programming.
Objective: To assess health care users’ satisfaction from general practice and nursing services in the primary health care setting.
Method: Satisfaction with Primary Care Services Scale (SPCSS) was used to assess satisfaction from primary health care services. Phone interviews were carried out in a sample of Attica Region residents. Participants were asked “how important is it…” and “how satisfied are you…” for each of the 27 scale objects, with possible answers ranging from 0 (not at all) and 10 (very much). Statistical analysis was done using IBM SPSS 21.0 (Statistical Package for Social Sciences). Two-sided significance level of 0.05 was assumed.
Results: Average total satisfaction level from health care was found equal to 7.7. The percentage that reported “high” satisfaction (value 7 on a 1-7 scale) was 8.4%, while 38.9% reported “significant” or “high” satisfaction (values 6 or 7, respectively). Statistically important relationships were found between: satisfaction from nurse’s technical and interpersonal competence and nationality (greek in relation to foreign, b=0.862, p=0.012), satisfaction from physician’s interpersonal competence and age (b=-0.023, p=0.004), satisfaction from physician’s technical competence and age (b=-0.023, p=0.004) and finally, between structure characteristics and gender (male compared to female, b=-0.315, p=0.042). No statistically significant relationship was found between any characteristic and total satisfaction from health services in the primary health care setting.
Conclusions: Age was found to be negatively correlated to satisfaction from both aspects of care related to doctor services, contrary to the results usually found in literature. This observation may merit further inquiry if it really reflects changes in the last years affecting older ages in such a way that brings about a change like this. Average total satisfaction lies in the area between respective values found in other studies in Greece, while the percentage that reported the highest two levels of satisfaction was found to be lower than those observed in European countries with similar levels of users’ freedom of health care provider choice, although the current study only includes residents of the Attica Region and not a representative sample of the entire country.
Keywords:
User satisfaction, General practice, Nurses, Quality, Primary health care
Number of references:
130
