Unit:
ΠΜΣ Σχεδιασμός και Διοίκηση Υπηρεσιών ΥγείαςLibrary of the School of Health Sciences
Author:
Gkantzoras Georgios
Supervisors info:
Γιάννης Τούντας, Καθηγητής, Ιατρική, ΕΚΠΑ
Μαρία Καντζανού, Αναπληρώτρια Καθηγήτρια, Ιατρική, ΕΚΠΑ
Κυριάκος Σουλιώτης, Αναπληρωτής Καθηγητής, Κοινωνικές Επιστήμες, ΠΠ
Original Title:
Αξιολόγηση του 6ου πολυδύναμου δημοτικού ιατρείου του Δήμου Αθηναίων
Translated title:
Evaluation of the 6th municipality clinic of the municipality of Athens
Summary:
Patient satisfaction as well as personnel satisfaction in healthcare units are indicators of quality for health services. Therefore, the recording of the opinion of the 6th municipal clinic (via structured questionnaires) can be a significant and representative evaluation method and feedback of the system for both measuring the quality and efficiency of services and operation of personnel health unit.
The purpose of the present study is to estimate the level of satisfaction of both customers and personnel from municipal clinic with further aim to determine any flaws and the improvement of the supplied services.
Thus, it primarily covers issues such as the notion of Primary Health Care, which although is now the most important level for the Health Care System is Greece, it is highly downgraded. It also refers to the patient satisfaction, assessment indicators and the provision of primary health care by Local Authorities.
The results are based on the analysis and the interpretation of information that comes from questionnaires, concerning the customers and personnel satisfaction. These questionnaires assess the health and nurse care, the building foundation and the satisfaction of the patients during their arrival as well as during the whole hospitalization period at the clinic.
We also try to trace the organizational and operational characteristics of the clinic through the answers of their human recourses and the proposals for further improvement.
Methods: A specific questionnaire was used for the estimation of satisfaction. This was answered by 300 customers and 24 staff members of 6th municipal clinic of Athens in March 2018. All the participants provided their informed consent.
Results: The overall patients’ satisfaction for the municipal clinic is impressive since the vast majority was satisfied or very satisfied. The answers of the personnel indicate their support for the institution but at the same time, they recognize problems in material and technical infrastructure and some organizational problems.
Conlusions: Although the research revealed several flaws and sections that require improvements, there was an adequate amount of satisfaction since the greatest rate of patients and personnel were satisfied.
Main subject category:
Health Sciences
Keywords:
Primary care systems, Satisfaction, Assessment indicators, Municipal clinics
