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

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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.
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