Author/Editor		Kersnik, Janko; Gantar-Žura, Liljana
Title		Merjenje zadovoljstva bolnikov z ambulanto nujne medicinske pomoči
Translated title		Measurement of patient satisfaction with primary care emergency room services
Type		članek
Source		Zdrav Vars
Vol. and No.		Letnik 45, št. 1
Publication year		2006
Volume		str. 37-44
Language		slo
Abstract		Background: To develop an instrument for measuring patient satisfaction with emergency services provided in a primary health care centre.. Methods: A modified EUROPEP questionnaire applicable to the emergency room setting was used and some specific questions were added. A random sample of 350 participants was selected from 7,500 patients who visited the emergency room in the Kranj primary health care centre in one years period. The patients were sent the questionnaire with a return envelope 14 days after their visit to the emergency room. Results: Questions were answered by 121 (39%) patients, 61% of whom were women and 39% men. They ranged in age from 18 to 88 years (mean age 49 years). The average waiting time was 50 minutes. The questionnaire proved valid and reliable (Cronbachs Alpha=0.93). The mean satisfaction rate was 7.9 points. Conclusions: We developed a reliable instrument for measuring patient satisfaction with visits to the emergency room The results revealed a high level of patient satisfaction with emergency room services. Improvements in the process of patient flow to the emergency room should be considered, and the patients should be instructed to visit the emergency room for true emergencies only and to see their family doctor about other health problems.
Summary		Izhodišča: Prizadevanje današnjega časa so usmerjena k izboljšanju kakovosti. Eden pomembnih rezultatov kakovosti je zadovoljstvo bolnikov. Namen raziskave je bil izdelati vprašalnik in izmeriti zadovoljstvo bolnikov z obiskom v ambulanti nujne medicinske pomoči. Metode: Pripravila sva anketo, ki je temeljila na mednarodnem vprašalniku za merjenje zadovoljstva bolnikov z delom zdravnika družinske medicine-EUROPEP in dodala vprašanja, ki se nanašajo na posebnosti dela ambulantne nujne medicinske pomoči. Anketo sva izvedla na naključnem vzorcu 350 bolnikov, ki so obiskali ambulanto nujne medicinske pomoči v ZD Kranj. Anketiranci so prejeli anketo 14 dni po obisku ambulante za nujno medicinsko pomoč. Rezultati: 350 poslanih anket sva prejela 121 (39%) izpolnjenih. Starost bolnikov je bila od 18 do 88 let, v povprečju 49 let. Povprečno so na pregled čakali 50 minut. Vprašalnik pa se je izkazal kot zanesljiv, veljaven in sprejemljiv instrument za merjenje zadovoljstva v ambulantah nujne medicinske pomoči (Cronbachova alfa=0.93). Skupna ocena zadovoljstva bolnikov v ANMP je bila 71,9 odstotnih točk. Sklepi: Vprašalnik o zadovoljstvu bolnikov z delom ANMP je zanesljiv instrument, ki ga je moč uporabljati za ocenjevanje kakovosti dela. Anketiranci so z delom ambulante nujne medicinske pomoči zadovoljni. Večjo pozornost moramo posvetiti začetku stika z ambulanto nujne medicinske pomoči, tj.-čakalnici, sprejemu bolnikov in pojasnjevanju o vzrokih za daljše čakanje.
Descriptors		PATIENT SATISFACTION EMERGENCY MEDICAL SERVICES AMBULATORY CARE QUESTIONNAIRES