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1
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Analysis of Factors Influencing Patient Satisfaction with Hospital Treatment at the Surgical Department

100%
Szyca R., Rosiek A., Nowakowska U., Leksowski K.
Polish Journal of Surgery
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2012
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vol. 84
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issue 3
136-143
EN
The aim of the study was to determine factors responsible for patient satisfaction after treatment at the surgical department.Material and methods. The study was conducted in six health care units, which were divided into two groups: Group I: 3 hospitals with the number of beds exceeding 400, and Group II: 3 hospitals with the number of beds below 400. The study group comprised 180 patients, 30 from each of the hospitals. The authors' used the Servqual method and questionnaire with 30 questions relating to five areas characteristic of medical service. Apart from the above-mentioned we also took into consideration hospital personnel: their qualifications and salary, hospital equipment, patient hospitalization costs, and indicated by the patient - the reason for his/her satisfaction or dissatisfaction with hospitalization. Results were subject to statistical analysis.Results. The results indicated that the factors pertaining to costs, especially those related to living conditions and also those related to empathy, personnel competence, and their communication with the patient had very significant influence on patient satisfaction with his/her hospitalization. Fulfilling the patient's needs considering the functional quality increases the patient's comfort, and as a consequence translates into satisfaction with the hospitalization.Conclusions. Considering both groups of hospitals the surgical departments did not entirely fulfill the patient's expectations, and there is a need for improvement in this area. The main reason for the negative feelings of patients included worse than expected living conditions, sporadic contact with physicians and lack of information concerning the course of therapy.
2
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Social psychological predictors of satisfaction with intrapartum and postpartum care – what matters to women in Czech maternity hospitals?

88%
Takács L., Seidlerová J. M., Šulová L., Hoskovcová S. H.
Open Medicine
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2014
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vol. 10
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issue 1
EN
Objective: To identify the social psychological factors affecting women’s evaluation of care provided in Czech maternity hospitals using following criteria: satisfaction with intrapartum and postpartum care, willingness to return to a given hospital and to recommend the hospital to others. Methods: 762 women completed a 71-item original Czech questionnaire KLI-P designed to measure the psychosocial climate in both delivery and after-birth unit on six scales. The sample was representative of the Czech parturients population. Multivariate logistic regression was used to investigate the predictive value of the questionnaire scales for maternal satisfaction, willingness to return to and to recommend a given hospital. Results: For delivery unit, the satisfaction predictors were: helpfulness and empathy of midwives (Χ2=48.9), communication of information and availability of caregivers (Χ2=16.6), helpfulness and empathy of physicians (Χ2=10.9), symmetrical and respectful attitude of staff members (Χ2=9.7) and physical comfort and services (Χ2=7.6). The predictors of satisfaction with after-birth unit included helpfulness and empathy of the staff (Χ2≥42.1), communication of information and availability of caregivers (Χ2=52.5), physical comfort and services (Χ2=30.6), control and involvement in decision-making (Χ2=6.6) and parity (Χ2=8.6). The factors influencing women’s willingness to return to and to recommend a hospital differed from the predictors of general satisfaction. Conclusions: The satisfaction factors revealed in this research correspond predominantly to the results of studies conducted in other countries (warm, non-formal and supportive approach, sufficient and well-timed provision of information and explanation, availability of caregivers, physical environment). However, participation in decision making, which has been repeatedly shown to be among the strongest predictors of childbirth satisfaction, was not important for the Czech parturients’ satisfaction with intrapartal care. This finding can be explained by different attitudes and expectations of both parturients and caregivers in a post-totalitarian country.
3
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Who needs patient satisfaction surveys? Perspectives of Polish doctors, nurses, and patients

88%
Marcinowicz L., Sierżantowicz R., Dudzik A., Sawicka-Powierza J., Grajek Z., Chlabicz S.
Polish Journal of Public Health
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2015
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vol. 125
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issue 2
72-76
EN
Introduction. Patient satisfaction surveys are still popular tools for obtaining feedback on the quality of health care. Nonetheless, there is a paucity of data to indicate whether health care providers even want patients to assess the quality of care delivered. Neither it is certain whether patients are interested in participating in such surveys. Aim. To present and compare the perspectives of doctors, nurses, and patients on the validity of health care customer satisfaction surveys. Material and methods. A cross-sectional survey design was used. The questionnaires were administered to doctors, nurses and patients in three hospitals of different sizes (small, medium, and large), all in the north-east of Poland. Each sample group was given 200 questionnaires; responses were received from 95 doctors (47.5%), 190 nurses (95%), and 182 patients (91%), and included in the final analyses. Results. Most respondents (doctors - 64.2%; nurses - 61.6%; patients - 87.4%) answered ‘Yes’ to the question ‘Do you think that patients should evaluate the quality of health care?’ Analysis of data allowed to identify the following main reasons why patients should evaluate the quality of health care: 1. to enhance the quality of care; 2. to recognise patients as evaluators; 3. to motivate providers to work more efficiently; and 4. to emphasise the impact of evaluation on a core value, i.e. health. Doctors and nurses outlined reasons why they did not advocate conducting patient satisfaction surveys: satisfaction surveys are redundant; negative evaluations; unwillingness to be evaluated by patients; satisfaction surveys hamper effective work with patients; surveys are not objective; survey results are not communicated to providers. Conclusions. Patient satisfaction surveys are desirable tools for evaluating the quality of health care delivery despite the fact that they frequently raise concerns amongst providers and patients. There is, therefore, a definite need for providers to experience the benefits of measuring patient satisfaction. Another important practical implication is that patients need to be convinced that their opinions do matter and contribute to improving the quality of services.
4
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Effectiveness of MA physiotherapist-patient interaction in the view of patients of private and public healthcare centres

75%
Cieśliński M., Drabarek D.
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2010
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vol. 18
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issue 4
49-59
PL
Celem badań pilotażowych było poznanie klimatu interakcji mgr fizjoterapii-pacjent w badanych środowiskach publicznych i niepublicznych placówek rehabilitacji leczniczej, bowiem od tego w dużej mierze zależy efektywność procesu usprawniania ruchowego pacjentów. Autorów interesowały ewentualne podobieństwa i różnice wynikające ze specyfiki tych dwóch rżnych środowisk, które można w wyniku badań przybliżyć zainteresowanym dla celów aplikacyjnych. Próbowano więc wysondować opinie pacjentów na temat pracy ich fizjoterapeutów, określić oczekiwania osób usprawnianych dotyczące cech osobowościowych, stosunku do pacjentów oraz kompetencji pracujących z nimi terapeutów. Badano również opinie pacjentów na temat spodziewanych efektów terapii, czynników, które, ich zdaniem, decydują o efektywności rehabilitacji oraz o tym na ile pacjent jest traktowany podmiotowo w procesie rehabilitacji. W badaniach posłużono się metodą sondażu diagnostycznego, w ramach której wykorzystano technikę badań ankietowych oraz test sytuacyjny w odniesieniu do wszystkich respondentów. Opracowaniu poddano kwestionariusze 90 pacjentów, w tym 39 poddawanych terapii w placówkach prywatnych oraz 51 w państwowych. Do określenia zależności statystycznej użyto wskaźnika X 2 Wyniki badań pokazują rozbieżności pomiędzy oczekiwaniami pacjentów usprawnianych w publicznych i niepublicznych zakładach rehabilitacyjnych, a w szczególności dotyczą cech osobowościowych, kompetencji oraz stosunku do pacjentów magistra fizjoterapii. Poziom przekazywania informacji pacjentom nie jest w pełni zadowalający w państwowych placówkach służby zdrowia. Znacznie lepiej poinformowani okazali się pacjenci usprawniani prywatnie. Omówione badania stanowią tylko fragment obecnie prowadzonych badań na terenie Polski południowej, centralnej i wschodniej na liczniejszej populacji respondentów, które obejmują również fizjoterapeutów.
EN
The aim of the pilot studies was to investigate the interaction between a Master of physiotherapy and a patient in the tested environments of public and private rehabilitation centers, as we base on an assumption that it largely affects the rate of improvement of patient's motor skills. We were interested in possible similarities and differences resulting from different conditions specific for those environments, which, as a result of research work, may be presented for practical purposes. In order to determine their expectations about personalities, attitude and the competence of the therapists who work with them, the patients were asked to give opinion about the work of their physical therapists. The patients were also asked to express their opinion regarding the effects of therapy, factors that in their opinion are decisive for the the effectiveness of rehabilitation and subjective treatment of the patients. These opinions were gathered and compared by means of a diagnostic survey and questionnaires. There were altogether 90 patients that took part in the study including 39 patients undergoing rehabilitation in private healthcare centers and 51 patients treated in public centers. The X 2 test was used to determine correlations and statistical significance. Findings show that the expectations of patients from public and private centers are different, especially regarding the personality, competence and attitude of the therapist towards their patient. The efficiency of the therapist-patient communication is unsatisfactory in the public healthcare centers. Patients undergoing private rehabilitation are much better informed. The studies discussed in this paper are only a fragment of a national survey conducted on a much larger population of patients and therapists.
5
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Is there a relationship between hospital care quality assessemnt and the patient’s place of residence?

75%
Kos M., Dziewa A., Drop B., Furtak-Niczyporuk M., Warchoł-Sławińska E.
Polish Journal of Public Health
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2015
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vol. 125
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issue 2
77-82
EN
Introduction. Measuring the patient satisfaction with the hospital stay, as well as the knowledge of their requirements are very important in the management of health institutions. A good example of the recognition of patients’ expectations is studying the level of satisfaction with specially prepared questionnaires. Aim. The aim of the study was to investigate the relationship between the patients’ place of residence and their satisfaction with the medical care they received when treated in local hospitals Material and methods. Patient satisfaction survey was carried out in the Independent Public Health Care Centre in Kraśnik in two subsequent years: at the turn of 2011/2012 and in February 2013. The survey consisted of patients hospitalized in the surgical wards of the hospital. A testing tool for this survey was a self-designed questionnaire entitles “Patient satisfaction survey” specifically developed by nursing managers and approved by the management of the hospital. Results. Patients of the District Hospital in Kraśnik gave their complex assessment of satisfaction with the benefits provided by the health care facility, taking into account not only the quality of strictly medical services, but the entire infrastructure of the hospital, including ancillary services. The obtained results gave a positive assessment of the analyzed branches. No statistically significant differences between the assessments of rural and urban inhabitants were found. The results allow knowledge of the strengths and weaknesses of medical care in the wards. Conclusions. Residents of rural areas, who are slightly better than those who live in cities, assess the work of local hospital surgical wards. You can clearly see it by assessing the quality of nurses’ and doctors’ work and the assessment of nutrition and the appearance of patient rooms. Systematic research, measurement and evaluation of patient satisfaction with hospital care can be the basis for the improvement and ensure an appropriate level of quality
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