Dažniausi pirminės asmens sveikatos priežiūros paslaugų kokybę lemiantys veiksniai. Pacientų požiūris
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Work purport: to evaluate patients‘ attitudes towards services provided by primary personal health care institution. Material and methods: the study was performed in one outpatient clinic in Vilnius. 187 patients participated in a survey. A questionnaire prepared by the authors was used for the reserch. Socio- demographic data of subjects were evaluated, questions of quality of service issues were divided in 4 parts: 1) organization and quality of services, 2) technical quality of services, 3) external efficiency, and 4) functional quality of nursing care. Statistical analysis of data was completed using programs of SPSS and Microsoft Office Excel. Were calculated percentage of data, arithmetic mean, standarts deviation of the sample (SD), t-test for independent samples, Spirmen‘s correlation coefficient for rank variables. Connections were considered statistically significant when p<0,05. Results and conclusions: the most common criteria for choosing an institution providing primary personal health care were: comfort – close to the residence (39 percent), quality service (21,4 percent), recommendations of relatives and acquaintances (20,9 percent). Patients evaluated as well and very good the quality of treatment (80,7 percent) and nursing care (76.5 percent) and gave them higher scores. Almost two thirds of the respondents evaluated as well and very good both medical services and receptionists‘ work, according as 73,8 percent and 70 percent of the respondents. The most of them were satisfied with the neat and appropriate clothing of staff (92 percent), sensitivity, mindfulness (91,4 percent), competency (81,2 percent), quality of procedures (81,2 percent) and scored the most points (from 4,22 to 4 scores).The third weren’t satisfied that couldn’t get an appointment with a doctor on time and quickly (34,8 percent), one-fifth (23 percent) complained that in case of a problem it’s not solved in a short time. According to third’s opinion nurses didn’t inform them about a healthy diet and side effects of the drugs (33,7 percent and 31,5 percent), 29,4 interviewees are missing individual attention of nurses.
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