Open Conference Systems, ICQQMEAS2015

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Measurement of the Satisfaction in Greece Outpatients Departments of Public Hospitals
George Pierrakos, Apostolos Yiovannis, Dimitra Latou, Aspasia Goula, John Pateras, Markos Sarris

Last modified: 2015-09-24

Abstract


The objective of this study is to measure the satisfaction in primary health care services in Greece Outpatients departments of Public hospitals. This study is based on a funded project ARCHIMEDES III subproject 45 Methodology of Primary Health Care Services Evaluation in Local Community and Creation of a Manual Of Documented Know How conducted by the Department of Business Administration, Division: Health and Welfare Management, of the Technological Institute of Athens funded European Social Fund (E.S.F) Ministry of Education, Lifelong Learning and Religious Affairs 2012-2015. METHO D: The sampling method used was the stratified random sampling. The sample of the study is outpatients from 7 Hospitals 437 total questionnaires. Four of them are specific disease hospitals and other is general hospitals. The sampling ratio was 1:5 that means that for the 5 patients that got out of the clinics we interviewed 1 and the response rate was 57% and 43%. In this study closed-ended questionnaires with 9 elements with 53 questions in two 2 pages which could be completed in 3-5 minutes by an interviewer who was trained and did not belonged in outpatients department staff. RESULTS: Alpha Cronbach analysis assess the internal consistency of the questions showed reliability. Four models of factor analysis were undertaken for the final result concerning medical care (overall KMO= 0.919), nursing care (overall KMO= 0.938), administrative services (overall KMO= 0.914 ) and facilities of hospital (overall KMO= 0.911). From the fourth models the most important factors are: Concerning medical care: a) The interest of Physician which is valued 3.7 for the Afternoon outpatient clinics and 3.8 for the Morning outpatient clinics (no statistical significance, Concerning nursing care: a) the Confidence that gives which is valued 3.22 for the Afternoon outpatient clinics and 3.43 for the Morning outpatient clinics (no statistical significance) , Concerning administrative services: a) the Behaviour of the administrative staff which is valued 3.56 for the Afternoon outpatient clinics and 3.44 for the Morning outpatient clinics (no statistical significance) and Concerning facilities of the outpatient department: a) Comfort in waiting rooms which is valued 3.59 for the Afternoon outpatient clinics and 3.25 for the Morning outpatient clinics (no statistical significance). CONCLUSIONS: By taking the above issues into consideration, quality healthcare outcomes depend upon: a) patients’ perception to recommended treatment regimens and communication they have with physician, professional nurse and behaviour. b) Procedures and waiting time and facilities. There is no difference in satisfaction between morning and afternoon admittance and cost is regardless of the valued of services

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