Original scientific paper
Satisfaction of patients with healthcare quality in Outpatients dermatology clinic Karlovac, Croatia
Hrvoje Cvitanović
orcid.org/0000-0001-5599-9905
; Department for dermatovenerology, General hospital Karlovac
Ervin Jančić
; Department of neurology, General hospital Karlovac
Eva Knežević
; Department for dermatovenerology, General hospital Karlovac
Ilko Kuljanac
; Department for dermatovenerology, General hospital Karlovac
Abstract
Aim: To investigate patients’ satisfaction of health care in dermatology out patient
clinic in Karlovac. Patients and methods: A total of 195 patients participated in the study.
The patients were given a questionnaire with 10 questions about the quality of care. They
graded the quality with grades from 1 to 10 on Likert scale. T-test was used to determine
statistical significance. Results: Total grade was 8,69 what is very good results with satisfaction
of health care. The best graded question (8,99) was about doctors answer to the patients’
problems. The worst grading was 8,15 considering long waiting time. Patients who
searched the Internet for specific diagnosis were statistically significant less satisfied (8,59)
than patients without Internet search activity (8,74). Patients form urban areas were statistically
significant less satisfied (8,62) than patients from rural areas (8,82). Discussion and
conclusion: Better organisation of work flow and focusing on patients satisfaction, subjective
needs and expectations can improve overall satisfaction. The improtant factor in patients
perceptions of health care quality and satisfaction is their location and Internet search
capabilities for their own diagnosis.
Keywords
patient satisfaction; quality of healthcare
Hrčak ID:
66094
URI
Publication date:
7.3.2011.
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