Unit:
Κατεύθυνση Έρευνα στην Γυναικεία ΑναπαραγωγήLibrary of the School of Health Sciences
Author:
Papadopoulou Viktoria
Supervisors info:
Αικατερίνη Λυκερίδου - Αβραμιώτη, Καθηγήτρια, Τμήμα Μαιευτικής, ΠΑΔΑ
Κλαίρη Γουρουντή, Αναπληρώτρια Καθηγήτρια, Τμήμα Μαιευτικής, ΠΑΔΑ
Κωνσταντίνα Γαϊτάνου, Πλοίαρχος (ΥΝ), Τμήμα Νοσηλευτικής, Ναυτικό Νοσοκομείο Αθηνών
Original Title:
Η μέτρηση της ικανοποίησης ασθενών ως δείκτης ποιότητας παροχής υπηρεσιών στον τομέα της Ιατρικώς Υποβοηθούμενης Αναπαραγωγής
Translated title:
The measurement of patient satisfaction as an indicator of the quality of services provided in the field of Medical Assisted Reproduction
Summary:
Introduction: The key to understanding the overall quality of care in any healthcare system is the positive feedback from patients as well as their criticism.
Aim: The purpose of the present study was to investigate the measurement of patient satisfaction in a Medically Assisted Reproduction Unit and to prove from the results of the study that the increased satisfaction score is an indicator of the quality of service.
Methods: The search was conducted at a public military hospital in a medically assisted reproduction unit of Attika. The method used for the study was the completion of a satisfaction questionnaire, with closed answers in the form of a five-point Likert scale. The questions concerned the demographic and social data of the participants as well as the degree of satisfaction with the quality of 7-dimensional care services provided by the mentioned unit. The research sample consisted of 184 patients (women and men) who are beneficiaries of military hospitals from April '19 to January '20. The questionnaire is from the Ministry of Health and Social Solidarity and has been used in other satisfaction surveys as well. The internal consistency and reliability of the questionnaire is evident as Cronbach’s a reliability coefficient is high above the acceptable level.
Results: The results of the research showed that the patients’ satisfaction with the health care services provided in the Medical Assisted Reproduction Unit in a public military hospital of the prefecture of Attica, is at extremely high levels. Specifically, for the 7 dimensions of care that were checked, there was a satisfaction rate from 92.3% to 98.9% in General Service, from 90.1% to 93.4% in terms of Administrative Staff, from 94.5% to 98.4% in terms of Obstetrics / Nursing care, from 60.1 to 87.6% in terms of Service Speed, 96.7% to 97.3% in terms of Clinical and Laboratory Examinations, 94.0% to 98.9% in terms of impressions from Medical care and 71.7% to 98.4% in terms of Reception - Environment. The best score was found in the dimensions ‘Respect for human dignity’ and ‘Behavior of doctors’ while the lowest score was observed in ‘Keeping a scheduled appointment time’ and ‘Waiting time until the visit to the doctor’. From the demographic characteristics, the level of education affects inversely the patient’s satisfaction.
Conclusions: Measuring patient satisfaction is increasingly recognized as an important dimension of quality especially in infertility treatment. Patient satisfaction should not only be a quality control measure but a key goal of the management of any Nursing Organization as it is a useful quality indicator for the directors, the board of directors and those involved in the decision making of the health services. Finding patients' dissatisfaction with the analysis of the questionnaire results in some areas helps the quality team to take corrective action to avoid similar situations in the future.
Main subject category:
Health Sciences
Keywords:
Quality of care, Patient satisfaction, Medical assisted reproduction
Number of references:
110
