Selected aspects of patient satisfaction resulting from the stay in the internal medicine wards of a hospital in Krakow
Keywords:
patient satisfaction, department of internal medicineAbstract
SELECTED ASPECTS OF PATIENT SATISFACTION RESULTING FROM THE STAY IN THE INTERNAL MEDICINE WARDS OF A HOSPITAL IN KRAKOW
Introduction. Satisfaction resulting from care is the direct measure of patient contentment with the quality of medical services. Patients, who wish to receive services in accordance with their requirements, choose the health care institutions that will satisfy their expectations. In case of the hospitals due to the organization of health care and due to the patients’ health, the patients do not always have the possibility to choose such a hospital that would satisfy their health needs.
Aim. The aim of this study was to evaluate selected aspects of satisfaction of middle-aged patients (up to 50 years) from their stay in the departments of internal medicine wards of the specialist hospital in Krakow.
Material and methods. The research by means of the diagnostic survey method using the author’s questionnaire was conducted among 100 patients aged 20-50 years, hospitalized in the internal medicine wards in the Specialist J. Dietla Hospital in Krakow, in 2009.
Results. The study involved 58 women and 42 men. For 45% of respondents, the stay in the hospital was the first hospitalization in the internal ward of this hospital. The respondents considered the environment and the conditions of organizational structure favorable (61%), and the politeness of the medical staff was highly assessed. The respondents at the same time pointed out that the least polite was the cleaning staff. However, only one third of the respondents were acquainted with the ward (35%), and unfortunately, the information about performed examinations was reported only to 67% of patients.
According to the respondents, as many as 47% of the nurses forgot about the mundane action such as door closure during the performing of the hygiene activity to the patients by the nurses. Nevertheless, the level of satisfaction with medical services with the preservation of principles of respect for the dignity of the patient was assessed highly by the respondents with the tendency to a higher assessment attributed to the nurses than to the doctors. By 55% of the respondents, the health-care personnel limits the time devoted to the patients exclusively to the performance of their duties, and as many as 52% of the respondents during the time of their hospitalization were not asked, whether they had any concerns about the hospital stay.
Conclusions. The level of patients’ satisfaction with medical care received in the hospital was highly assessed; however, the detailed analysis of selected aspects of the services was far from perfect.
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Copyright (c) 2012 Agnieszka Gniadek, Iwona Malinowska-Lipień, Marta Zaniewska, Maria Cisek (Autor)
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