Pacientų lūkesčių tenkinimas pirminės sveikatos priežiūros įstaigoje „Pulsas“

Abstract

The main aim of the study is to evaluate the satisfaction of the patients‘ expectations in the primary medical care house „Pulsas“ and to give recommendations to the administration how to improve the quality of the provided services, seeking to introduce the quality ensurance system. The study was conducted in the primary medical care house „Pulsas“, in the city of Plungė. In this interrogation participated the patients, who visited the mentioned care house at the time of the study. 150 questionnaires were distributed, 121 – returned; of which 21 were not filled until the end or spoiled, the response rate was 67%. The study used 5-point Likert scale, the obtained data were processed using Excel program. After the consultation in the primary medical care house one of the five respondents indicated, that their main expectations did not confirm: the prescribed treatment, its‘ process, the results of the analysis, the effects of the prescribed medicine were not clarified. Not one of the expectations, that were mentioned by the patients‘ questioned, was satisfied more than they have expected. The criteria that were evaluated the best were – the appearance of the doctors/nurses, the status of the equipment and premises, sterility; the respondents evaluate well the provided registration services, the qualification of the doctors‘ and the communication of the specialists (doctors‘ and other workers‘) with the patients while providing and using the service; the respondents evaluate the quality of the equipment services, the assortment of the services provided, schedule of the doctors‘ on working and non-working days worse. The expectations of most of the patients, who used the services of the mentioned care house were not fully satisfied, the actions of the quality correction are necessary.