Κατεύθυνση Σχεδιασμός και Διοίκηση Υπηρεσιών ΥγείαςLibrary of the School of Health Sciences
Τούντας Γ., Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Καντζανού Μ., Επίκουρη Καθηγήτρια, Ιατρική Σχολή, ΕΚΠΑ
Σουλιώτης Κ., Αναπληρωτής Καθηγητής, Τμήμα Κοινωνικής και Εκπαιδευτικής Πολιτικής, Πανεπιστήμιο Πελοποννήσου, Επιβλέπων
Μέτρηση ικανοποίησης των χρηστών από τις υπηρεσίες Πρωτοβάθμιας Φροντίδας Υγείας του Ταμείου Υγείας Προσωπικού της Εθνικής Τράπεζας (Τ.Υ.Π.Ε.Τ.)
Measuring user's satisfaction with the Primary Health Care Services of Mutual Health Fund of National Bank of Greece Personnel (T.Y.P.E.T.)
Theoretical background : The investigation of the level of satisfaction which users receive from the healthcare constitutes one of the most important indicators of measuring the quality of an organization’s services. They are interconnected concepts as well as satisfaction, whether the user is satisfied or dissatisfied with the services he/she receives, plays an important role in the continuous improvement of quality.
Aim : Measuring the degree of user satisfaction with the Primary Health Care Services of T.Y.P.E.T.
Material – Method : The research material came from a sample of 186 users of primary health care services of T.Y.P.E.T. The sampling method was random sampling and the filling method was self-filling. A questionnaire with 16 closed-ended questions and 2 open-ended questions was used.
Results : Overall satisfaction is mainly affected by the education, the waiting time from telephone to appointment, the waiting time in the examination room and the estimated health status of respondents. More specifically, overall satisfaction is highly correlated with the estimated health status of the participant and the waiting time between telephone communication and appointment.
Conclusions : The satisfaction of the respondents with the health services of the T.Y.P.E.T. is high.
Main subject category:
Quality of health services, Satisfaction, Primary care system, Patient