Vrednotenje zadovoljstva bolnikov z radioterapevtskimi storitvami na Onkološkem inštitutu Ljubljana
Evaluation of patient's satisfaction with radiotherapy services at Institute of Oncology Ljubljana

  • Valerija Žager Marciuš Institute of Oncology Ljubljana
Keywords: patient, satisfaction, telteradiotherapy department

Abstract

Uvod: Bolniku prijazne zdravstvene organizacije razumejo zadovoljstvo svojih bolnikov kot ključno pri načrtovanju in izvajanju zdravstvenih storitev. Analize o zadovoljstvu bolnikov so zdravstvenemu osebju v pomoč pri odkrivanju pomanjkljivosti pri zdravstveni oskrbi bolnika, ugotavljanju izobraževalnih potreb ter nagrajevanju in krepitvi delovne motivacije osebja. Namen raziskave je ugotoviti zadovoljstvo bolnikov na teleradioterapevtskem oddelku na Onkološkem inštitutu Ljubljana z ocenjevanjem različnih poklicnih profilov (medicinske sestre, radiološki inženirji, zdravniki radioterapevti onkologi) in celotne zdravstvene oskrbe. Metode: Empirični del raziskave je obsegal kvantitativno metodo in zbiranje podatkov z anketnim vprašalnikom z Likertovo petstopenjsko lestvico zadovoljstva. Enodnevna presečna raziskava se je izvajala novembra 2015 in junija 2017. Vključeni so bili tisti dan obsevani bolniki, ki so bili pripravljeni sodelovati. Pri analizi podatkov sta se uporabila korelacijski model in model multiple linearne regresije. Rezultati in razprava: V analizi je sodelovalo 282 oz. 269 bolnikov. V povprečju so podajali visoke ocene zadovoljstva (nad stopnjo 4 – zadovoljen) pri analizi opravljenih storitev. Zelo močne pozitivne povezave (tj. korelacijski koeficient presega vrednost 0,600) so bile na ravni zadovoljstva z delovanjem radioterapevtskega oddelka, pri delu radioloških inženirjev in njihovem nudenju informacij ter delu in prijaznosti zdravnikov. Vse dobljene korelacije so bile statistično značilne na ravni tveganja 1 %. Glavne ugotovitve modelov multiple linearne regresije kažejo, da k zadovoljstvu bolnikov z delovanjem teleradioterapevtskega oddelka v največji meri prispevajo nudenje informacij s strani receptork, prijaznost medicinskih sester in delo radioloških inženirjev ter zdravnikov radioterapevtov onkologov. Zaključek: Zadovoljstvo bolnikov se ustvari s kombinacijo njihovih želja in potreb ter nenehnimi izboljšavami zdravstvenih storitev in boljših odnosov med zdravstvenim osebjem in bolniki. Raziskave kažejo, da je splošno zadovoljstvo bolnikov večje, če so zadovoljni s komunikacijo, pridobljenimi informacijami in oskrbo s strani zdravnikov in medicinskega osebja. Podobne rezultate lahko potrdimo v svoji raziskavi.


Abstract (Eng)

Introduction: In patient-friendly medical organizations, patient satisfaction is the key factor in the planning and provision of services. Patient satisfaction analyses aid the medical staff in finding the drawbacks of patient treatment, in determining the need for further training, and in rewarding and strengthening the medical staff’s work motivation. The purpose of the research is to determine the degree of patient satisfaction at the Department of Teleradiotherapy (TRT) at the Institute of Oncology in Ljubljana. Methods: The empirical part of the research makes use of the quantitative method and data collection by means of a questionnaire, which is based on a five-point Likert scale of satisfaction. A one-day cross-sectional study was conducted on November 2015 and June 2017. Included in the study were all the patients who on that day underwent irradiation and were willing to participate. In the data analysis, a correlation model and a multiple linear regression model were used. Results and discussion: Participating in the analysis were 282 and 269 patients respectively. On average, they gave good ratings (above 4 – satisfied) in the analysis of the performed services. A very strong correlation coefficient (i.e. a correlation coefficient whose value exceeds 0.600) was found in relation to the satisfaction with the operation of the radiotherapy department, namely in terms of work and the provision of information by engineers of radiologic technology and doctors’ work and kindness. All the correlations obtained were statistically significant in terms of risk (1 %). The main findings of multiple linear regression models show, that patients were most satisfied with information provided by receptors, the kindness of nurses and with the work of engineers of radiologic technology and doctors radiotherapists oncologists. Conclusion: Patient satisfaction is created by patients’ wishes and needs with constant upgrades of the medical services provided, and also with continuous improvements in the relationships between the medical staff and their patients. Research shows that overall patient satisfaction is greater if they are satisfied with communication, information and care provided by doctors and medical staff. The same results have been reached in our study.

Published
2019-05-31
How to Cite
Žager Marciuš, V. (2019). Evaluation of patient’s satisfaction with radiotherapy services at Institute of Oncology Ljubljana. Onkologija : A Medical-Scientific Journal, 23(1), 10-17. https://doi.org/10.25670/oi2019-002on
Section
Original Scientific Article
Page
10-17