[Patient satisfaction with the work of the hospital medical personnel].
The article presents the data of patient's satisfaction with the work of nurses and physicians in the hospitals, which belong to Lithuanian Health promotion hospitals network. All nine hospitals of the Lithuanian health promotion hospitals network took part in this study. Altogether 1300 questionnaires were handed out. They have been completed and returned by 1271 patients, i.e. 97.8%. Patients were asked to complete uniform anonymous questionnaire and evaluate the work, behavior and educational activity of nurses and physicians. The majority of respondents assessed the work of nurses and physicians positively, respectively 96.1% and 95.5%. The evaluation of nurses' work depended on patients' sex and the size of the hospital in which they were treated. Male patients and the ones who were treated in big hospitals assessed the work of nurses better than females and patients in smaller hospitals. The evaluation of physicians' work was related to the patients' education and extra payment for health services. Patients, who had higher education and indicated that they had paid additionally, assessed the work of physicians more critically. The majority of patients assessed the behavior of nurses and physicians as very good or excellent, respectively 86.0% and 90.5%. The work of nurses was better evaluated by elderly people and patients treated in big hospitals and as well as in the departments of internal medicine. Patients' satisfaction with the behavior of physicians was associated with patients' education. Better-educated people were more critical in assessing the behavior of physicians. The results of this study have shown that patients' satisfaction depends on many factors. To improve the quality of health care services in hospitals it is necessary to study patients' needs, expectations and factors associated with patients' satisfaction.
Miseviciene
Irena
I
Kauno medicinos universiteto Biomedicininiu tyrimu institutas, Eiveniu 4, 3007 Kaunas.
Milasauskiene
Zemyna
Z
D000328:Adult; D000367:Age Factors; D000368:Aged; D016009:Chi-Square Distribution; D003627:Data Interpretation, Statistical; D004493:Education; D005260:Female; D006801:Humans; D008297:Male; D008505:Medical Staff, Hospital / Q000592:standards*; D008875:Middle Aged; D009726:Nurses / Q000592:standards; D009741:Nursing Staff, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D010820:Physicians / Q000592:standards; D011787:Quality of Health Care; D012737:Sex Factors; D011795:Surveys and Questionnaires