Διαπανεπιστημιακό - Διατμηματικό ΠΜΣ Οργάνωση και Διοίκηση Υπηρεσιών Υγείας-Πληροφορική Υγείας
Library of the School of Health Sciences

2018-03-07

2018

Bampatsikou Aikaterini

Καϊτελίδου Δ. ,Αναπλ. Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ
Λεμονίδου Χ. , Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ
Σουρτζή Π. ,Καθηγήτρια, Νοσηλευτική, ΕΚΠΑ

Οι εμπειρίες των χρηστών απο τη χρήση των υπηρεσιών των εξωτερικών ιατρείων δημοσίων νοσοκομείων

Greek

Quality of the health services provided by the outpatient department of greek public hospitals

Introduction: In the recent years, the interest of the scientific community and
of the professionals in the healthcare sector in general has focused towards
the study of the link between the quality of the healthcare services provided to
the patients and their satisfaction. The level of satisfaction stated by the
patients for their healthcare is a tool for measuring and improving the quality
level of the services offered.
Aim: The aim of the study was to record and evaluate patients’ experiences
from the use of the healthcare services provided at the outpatient clinics of
two public hospitals in Greece.
Methods: A cross-sectional study was conducted in order to record and
evaluate patients’ experiences from the use of the healthcare services
provided at the outpatient clinics of two public hospitals in Greece in the
region of Attica using a validated questionnaire. The sample size consisted of
150 patients (75 from each hospital) (convenience sampling). The
questionnaires were completed by adults who visited the outpatient clinics of
the two hospitals in a span of three months.
Results: The average age of the participants was 48.3 years, one out of three
were women and the majority were of Greek nationality (92%). Almost 90% of
the participants were insured and for the 15.9% of the participants more than
a month was needed so as to schedule an appointment. In general, the
patients were quite satisfied with the healthcare services with its level
increasing along with the increase in the frequency of their visits. More
specifically, patients were satisfied with both the quality of the medical and
nursing care. However, they were not adequately satisfied with the quality of
the administrative assistance and the facility’s amenities. Users who had
visited the outpatient clinics on a scheduled appointment had a higher
physician recommendation score than those who had visited them without a
one. On the other hand, patients with increased self-evaluation of their health
status reported lower physician recommendation scores than those with
decreased self-evaluation of their health status.
Conclusions: The analysis of the results of the study showed that the
majority of the patients were quite satisfied with the healthcare services
provide to them, with their satisfaction increasing depending on the frequency
of visiting. In particular, patients were satisfied with the quality of the medical
and nursing care, while they were less satisfied with the administration
services and the facilities’ amenities. However, the level of importance
attributed to these aforementioned dimensions of care was not as high as the
one attributed to the rest of the dimensions measured and evaluated.

Health Sciences

Satisfaction, Patients, Quality of healthcare services, Hospital

No

0

Yes

62

98

File access is restricted only to the intranet of UoA.

https://pergamos.lib.uoa.gr/uoa/dl/object/2686597