Title Percepcija građana Istarske županije o pružanju zdravstvene skrbi u Objedinjenom hitnom bolničkom prijemu OB Pula
Title (english) Perception of medical emergency care of Istrian County citizens in Pula General hospital/ OHBP
Author Ivana Hrabrov
Mentor Željko Jovanović (mentor)
Committee member Dragan Trivanović (predsjednik povjerenstva)
Committee member Željko Jovanović (član povjerenstva)
Committee member Agneza Aleksijević (član povjerenstva)
Granter University of Pula (Faculty od Medicine) Pula
Defense date and country 2024-09-25, Croatia
Scientific / art field, discipline and subdiscipline BIOMEDICINE AND HEALTHCARE Clinical Medical Sciences Nursing
Abstract SAŽETAK
Uvod: Percepcija građana o zdravstvenoj skrbi predstavlja jedan od ključnih pokazatelja kvalitete zdravstvenih usluga, koji izravno utječe na kliničke ishode, pravovremeno pružanje medicinske pomoći te ukupnu učinkovitost zdravstvenog sustava. Zadovoljstvo pacijenata ne samo da reflektira njihovo osobno iskustvo s pruženim uslugama, već ima značajan utjecaj na povjerenje u zdravstveni sustav i motivaciju za daljnju suradnju u liječenju. Ova dimenzija postaje posebno važna u
kontekstu Objedinjenog hitnog bolničkog prijema (OHBP), koji je često prvi i ključni kontakt pacijenata s bolničkim sustavom. Visoka razina zadovoljstva pacijenata u tom odjelu od presudne je važnosti, jer može utjecati na opće ishode liječenja, kvalitetu
skrbi i percepciju sigurnosti pacijenata.
Cilj istraživanja: Istražiti zadovoljstvo građana pruženom zdravstvenom skrbi te informiranošću o njezi bolesnika i sestrinskim postupcima u okviru hitnog bolničkog prijema. Također, cilj je usporediti dobivene rezultate s analizom ankete i provjeriti
postavljene hipoteze kako bi se utvrdile eventualne razlike i ključni čimbenici zadovoljstva.
Ispitanici i metode: Istraživanje je obuhvatilo 801 ispitanika s područja Istarske županije tijekom srpnja 2024. g. koji su, na temelju prikupljenih podataka, dodatno klasificirani prema spolu, dobi, stručnom obrazovanju. Sudjelovanje u istraživanju bilo je potpuno dobrovoljno, a anketni upitnik sastojao se od općeg dijela s demografskim podacima te od dijela s pitanjima na Likertovoj ljestvici od 1 do 5, gdje 1 označava izrazito nezadovoljstvo, a 5 vrlo visoko zadovoljstvo, te pitanja zatvorenog tipa.
Rezultati: Prosječna razina zadovoljstva pruženom zdravstvenom skrbi i dobivenim informacijama među ispitanicima bila je relativno visoka. Ispitanici su izrazili značajno zadovoljstvo u pogledu kvalitete zdravstvene skrbi, komunikacije i očuvanja privatnosti unutar Objedinjenog hitnog bolničkog prijema (OHBP). Međutim, određeni broj pacijenata je iskazao nezadovoljstvo zbog vremena čekanja na pregled liječnika. Sve četiri postavljene hipoteze nisu odbačene, što potvrđuje da su teorijske pretpostavke o faktorima utjecaja na zadovoljstvo pacijenata u kontekstu OHBP-a valjane. Ovi rezultati naglašavaju potrebu za daljnjim unapređenjem vremena čekanja kako bi se poboljšala cjelokupna učinkovitost usluga i povećalo zadovoljstvo pacijenata.
Zaključak: Rezultati istraživanja značajno doprinose razumijevanju razine zadovoljstva građana s uslugama unutar OHBP-a. Oni pružaju dragocjene uvide u ključne aspekte zdravstvene skrbi koji utječu na pacijente. Integracija povratnih
informacija građana u razvoj i prilagodbu zdravstvenih usluga može značajno unaprijediti kvalitetu pružene skrbi i stvoriti okruženje koje bolje zadovoljava njihove potrebe.
Abstract (english) SUMMARY
Introduction: Citizen perception of healthcare represents one of the key indicators of the quality of health services, directly impacting clinical outcomes, the timely provision of medical care, and the overall efficiency of the healthcare system. Patient satisfaction not only reflects their personal experience with the provided services but also significantly influences trust in the healthcare system and motivation for further cooperation in treatment. This dimension becomes especially important in the context of the Unified Emergency Hospital Admission (UEHA), which is often the first and crucial point of contact for patients with the hospital system. A high level of patient satisfaction in this department is of utmost importance, as it can influence overall treatment outcomes, quality of care, and the perception of patient safety.
Objective of the research: To investigate citizens' satisfaction with the provided healthcare and their awareness of patient care and nursing procedures within the emergency hospital admission. Additionally, the goal is to compare the obtained results with the survey analysis and verify the stated hypotheses to identify any differences and key factors influencing satisfaction.
Participants and methods: The study included 801 respondents from the Istria County during July 2024, who were further classified based on gender, age, educational background according to the collected data. Participation in the study was entirely voluntary, and the survey questionnaire consisted of a general section with demographic data and a section with questions on a Likert scale from 1 to 5, where 1 indicates extreme dissatisfaction and 5 very high satisfaction, as well as closed-ended questions.
Results: The average level of satisfaction with the provided healthcare and the information received among the respondents was relatively high. Respondents expressed significant satisfaction with the quality of healthcare, communication, and privacy preservation within the Unified Emergency Hospital Admission (UEHA).
However, a certain number of patients expressed dissatisfaction with the waiting time to see a doctor. All four hypotheses were not rejected, confirming that the theoretical assumptions about the factors influencing patient satisfaction in the context of UEHA are valid. These results highlight the need for further improvement in waiting times to enhance overall service efficiency and increase patient satisfaction.
Conclusion: The research results significantly contribute to understanding the level of citizen satisfaction with services within the Unified Emergency Hospital Admission (UEHA) and provide valuable insights into the key aspects of healthcare that impact patients. Integrating citizen feedback into the development and adaptation of health services can greatly improve the quality of care provided and create an environment that better meets their needs.
Keywords
hitni bolnički prijem
medicinske sestre/tehničari
zadovoljstvo pacijenata
zloupotreba hitne službe
Keywords (english)
emergency hospital admission
nurses/technicians
patient satisfaction
misuse of emergency services
Language croatian
URN:NBN urn:nbn:hr:137:827056
Study programme Title: Nursing Study programme type: university Study level: graduate Academic / professional title: magistar/ magistra sestrinstva (magistar/ magistra sestrinstva)
Type of resource Text
File origin Born digital
Access conditions Open access
Terms of use
Created on 2024-09-27 10:37:21