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Quality Management: Patients Reflections on Health Care at Outpatient Clinic of Internal Medicine Department

Neven Ljubičić ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia
Marko Boban ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia
Petar Gaćina ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia
Jasminka Adžija ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia
Željka Benceković ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia
Ana Rajković ; Department of Internal Medicine-University Hospital »Sestre milosrdnice«, Zagreb, Croatia


Puni tekst: engleski pdf 63 Kb

str. 637-641

preuzimanja: 427

citiraj


Sažetak

Middle and older age group relative share in the community permanently grows. Those are commonly burdened with several chronic health conditions or elevated incidence of acute ones and in more frequent need for consulting health services. In the era of modern technical medicine, it is important to increase quality of services particularly patients orientated. Department of Internal medicine developed questionnaire to assess reflections on medical care from the receiver of medical services point of view. Sample was formed from individuals that visited outpatient triage Unit (OTU) and voluntary enrolled, during period April 1 – August 31 2008 for any medical reason. Study population structure had similarly equally of both genders, socio-economical background, and was in age range 18–87. Questionnaire was developed by team of experienced personnel covering satisfaction on received medical care. There were 279 returned formulary in a sample of 6700 patients (4.18%). Patients visited OTU chiefly on behalf medical condition secondary to address of residency, followed by personal choice, on advice given by general practitioner, by emergency transportation services, or just due to earlier experiences. Regarding provided medical care extent, 4/5 of patients were examined in lesser than 2 hours, while total workup lasted mostly for 2–4, followed by over four. Over half of patients were moderate toward highly satisfied with provided medical information, personnel communication style and general reflection on all services while being in the Department premises. Astonishing proportion of patients (93%) was satisfied with positive personnel communication. Integration of patients’ self-perceived reports about medical services in organizing process is inevitable for augmenting content and at the same time valuable for developing overall quality of treatment. Communication excellence is of premier importance and unavoidable for giving additional positive effect to remain health status or to ease the healing process of individual and their families.

Ključne riječi

quality of care; satisfaction with medical services; patient orientated care

Hrčak ID:

40567

URI

https://hrcak.srce.hr/40567

Datum izdavanja:

1.7.2009.

Posjeta: 1.122 *