Η αξιολόγηση των παρεχόμενων υπηρεσιών υγείας ως προς την ποιότητα με βάση την ικανοποίηση των χρηστών τους. Μελέτη περίπτωσης: Πανεπιστημιακό Γενικό Νοσοκομείο >

Abstract

The prevailing conditions in the health sector and the quality of service delivery are increasingly concerning the people working and dealing with management and health policies as it is an asset that can make a health organization stand out. The literature review showed an interest in further research regarding the evaluation of services provided by patients. Through the results of such studies, a health organization will be able to develop and upgrade its health services, gaining that way the trust and satisfaction of patients. The purpose of this study is to analyze and investigate the level of satisfaction, obtained by the patients, in terms of the quality of health services provided by General University Hospital Attikon. The study is descriptive-exploratory and a questionnaire was used to collect data. The questionnaire we used illustrates the five dimensions of quality, specifically reliability, security, logistics, empathy, and responsiveness. The study was carried out in the outpatient clinics of G.U.H. Attikon with a sample of 120 people. It's important to note that the study was conducted during the Covid-19 pandemic thus resulting in limited access. The hospital attendance of patients was also affected due to the fear of the outspread of the virus, while also it is possible that the expectations of the patients and their perceptions may have been affected. Overall, it was observed that the expectations of the sample were higher than the perceptions, that is they were higher than the service they received. Moreover, the study carried out shows that reliability and safety are classified by patients to be the most important dimensions in terms of evaluating the quality of services provided. The results of the study overall show a relatively good impression, however there are areas where our sample showed that the patients are not satisfied and could be upgraded. These results are the key for the quality management managers of G.U.H. Attikon in order to evolve the quality of hospital services. Of course, the study of patient satisfaction must be continuous as the quality provided by an organization must continue in the long run and constantly increase.