Original scientific paper

https://doi.org/10.13112/PC.2021.14 Opširnije

Patient- and family-centred care – satisfaction with care as an indicator of health care quality

Marina Stilinović orcid.org/0000-0002-1520-1484
Ivana Sabolić
Dino Papeš
Miram Pasini orcid.org/0000-0003-0256-1330
Dora Škrljak-Šoša orcid.org/0000-0002-5571-855X
Tomislav Luetić orcid.org/0000-0002-8076-7070

Abstract

Patient- and family-centred care is achieved through everyday communication with parents and their children. Communication
consists of informing, educating, providing psychological support and psychological preparation for medical procedures and surgery. Patient- and family-centred care provides faster and better adaptation and reduces illness and procedure-related stress. The
aim of this study was to assess the satisfaction of parents and patients with health care provided at the Division of Paediatric Surgery,
Zagreb University Hospital Centre. This was a prospective single-centre study. Patients and parents filled out a questionnaire designed for this research. The questionnaire assessed the satisfaction of patients and families during a hospital stay. Parents and
children answered open-ended questions anonymously before discharge. During processing and interpretation of the results, data
were analysed and answers of the participants grouped according to their frequency. The study included 112 parents and 74 children. The results showed the patient- and family-centred provided at the Division of Paediatric Surgery to be one of the factors that
contributed to the higher satisfaction rate of patients and their families, making it one of the indicators of the quality of medical care.
In conclusion, the results of this analysis showed a high general satisfaction rate, high satisfaction regarding communication between medical staff and patients, hygiene, the environment of hospital premises and additional contents. Parents and children had
different preferences regarding satisfaction during their hospital stay. Parents gave higher importance to communication with the
staff, kindness, level of information and hygiene, whereas children appreciated additional contents and environment in hospital
premises.

Keywords

QUALITY INDICATORS, HEALTH CARE; PATIENT; FAMILY; PATIENT SATISFACTION

Hrčak ID:

260304

URI

https://hrcak.srce.hr/260304

Publication date:

9.7.2021.

Article data in other languages: croatian

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