Medicus, Vol. 16 No. 1_Dermatologija, 2007.
Pregledni rad
Family Medicine in Croatia: Quality Measured by Patients’ Subjective Satisfaction
Arsen Stanić
Ranko Stevanović
Ivan Pristaš
Hrvoje Tiljak
Vanesa Benković
Nevenka Krčmar
Aleksandar Jovanović
Nataša Jurlina
Teodora Nott
Sažetak
A survey of the subjective assessment of quality
in the fi eld of family medicine was conducted on a random
sample of 50 family medicine teams distributed proportionally
across all Croatian counties, and both rural and urban areas. It
measured the satisfaction of insurants/patients, i.e. healthcare
service users, on the basis of the completed EUROPEP questionnaire.
The survey included 7.271 respondents (the response
rate to 15.000 distributed questionnaires was 48.47%). Out
of the total number of respondents, 3.189 came from urban
settlements, 838 from suburbs, 2.051 from rural areas, and
92 lived out of populated areas. The questions related to
physician-patient confi dentiality, willingness of nurses to help
patients, and arrival at work on time and compliance with
work schedule were best rated, with over 95% of respondents
either “satisfi ed” or “very satisfi ed”. The questions related to
the connections between the local clinic and other segments of
the healthcare system (hospitals, specialists, diagnostics, pharmacies),
accessibility of local clinics by public transport, and
medical equipment in local clinics were rated worst, i.e. with
only around 75% of answers “satisfi ed” and “highly satisfi ed”.
Those living in rural areas gave somewhat lower ratings than
other respondents, while suburbanites displayed the opposite
trend. All four subject groups had similar rating patterns, except
that the groups living in villages and out of populated areas
rated their satisfaction lower than the other two groups. In the
fi eld of the subjective assessment of clinical quality, the lowest
ratings given by the four subject groups (according to type/place
of residence) were related to the question of satisfaction with
disease prevention services. In the area of the subjective assessment
of organizational quality, the connections between local
clinics and other segments of the healthcare system received
the lowest ratings. A large number of patients were uncertain
whether to accept the opinion of a general practitioner/family
doctor or that of a medical specialist. Special incentives on the
system level are needed to make improvements in the above
areas rated as less satisfactory.
Ključne riječi
family medicine; satisfaction; patients; ensures
Hrčak ID:
23317
URI
Datum izdavanja:
25.1.2007.
Posjeta: 2.920 *