Abstract
BACKGROUND: The patients? satisfaction survey provides data on patients? experiences of healthcare professionals at the Institute of Oncology Sremska Kamenica. This feedback provides us with valuable information where to focus improvement efforts. The main objective in this study was to explore level of satisfaction of patients with physicians and nurses and to provide information of patients? expectation of healthcare professionals. METHODS: The data were collected from the patients of four different hospital departments using a Survey Questionnaire designed by the Institute of Public Health of Serbia and Ministry of Health of the Republic of Serbia. Eight items regarding physicians and nurses were selected from this questionnaire. Sample was every eligible patient discharged from the Institute of Oncology Sremska Kamenica, from 1 to 5 November 2004 (n = 65). RESULTS: The findings confirm positive feedback of the most surveyed patients with healthcare professionals. However, the results showed different level of satisfaction of patients with physicians and nurses. CONCLUSION: The survey results showed that patients had mostly positive level of satisfaction with physicians and nurses; these results can be used to prioritize patient-centered improvements in healthcare in our Institute.
Highlights
As performance indicator, satisfaction of patient is a very important tool in the processing of monitoring and improving quality of health care services
The survey results showed that patients had mostly positive level of satisfaction with physicians and nurses; these results can be used to prioritize patient-centered improvements in healthcare in our Institute
Characteristics of the respondents The survey results showed that the mean age of respondents was 52 years old; most of them were women (72%)
Summary
Satisfaction of patient is a very important tool in the processing of monitoring and improving quality of health care services. The main objectives in this article were: to explore level of satisfaction of patients with physicians and nurses; to identify how healthcare services and processes can be improved for patients, and to use results from the survey for sharing with other hospitals for benchmarking purposes. The patients' satisfaction survey provides data on patients' experiences of healthcare professionals at the Institute of Oncology Sremska Kamenica. This feedback provides us with valuable information where to focus improvement efforts. The main objective in this study was to explore level of satisfaction of patients with physicians and nurses and to provide information of patients' expectation of healthcare professionals.
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