Avtor/Urednik		Kersnik, Janko; Vipotnik-Zupanc, Valerija
Naslov		Čas čakanja na pregled pri zdravniku splošne medicine in zadovoljstvo bolnikov
Prevedeni naslov		Waiting time in the waiting room in family practice and patient satisfaction
Tip		članek
Vir		Zdrav Vestn
Vol. in št.		Letnik 70, št. 5
Leto izdaje		2001
Obseg		str. 275-8
Jezik		slo
Abstrakt		Background. Appointment system shortens the waiting time in the waiting room for the patient and allows better use of time for the doctor. We wanted to examine how long patients are willing to wait in the waiting room, how long they waited at the last visit, patient satisfaction with the last visit, the satisfaction with the length of waiting in the past 12 months and the overall patient satisfaction score for the last 12 months. Appointment system proved to be effective means of organising practice time. Waiting time in the waiting room with appointment system was considerably shorter (mean 18.5 minutes) as compared to the waiting time in the practices without appointment system (mean 55.4 minutes), the fact which is reflected also in higher satisfaction with waiting in the waiting room in the past 12 months. Three quarters of patients in practices with appointment system waited standard 20 minutes or less, as opposed to the other practices where only one quarter of patients waited 20 minutes or less. Conclusions. The overall satisfaction with the doctor with the appointment system does not differ in both types of practices. The patients from practices' with appointment system evaluated better possibility to get an appointment to suit the patients, but worse help of the doctors' staff possibility to get through to the office by phone, the length of time during the consultation and the doctors' thoroughness.
Izvleček		Izhodišča. Naročanje bolnikov na pregled zmanjša nepotrebno izgubo čase v čakalnici in dopušča boljšo izrabo zdravnikovega časa z bolnikom v ambulanti. Z raziskavo sva želela ugotoviti, koliko čase so bolniki pripravljeni prebiti v čakalnici, koliko časa so čakali pri zadnjem posvetu, kako so bili zadovoljni z zadnjim posvetom, kako so bili zadovoljni s čakanjem v zadnjih 12 mesecih in kako so bili zadovo jni z delom zdravnika v zadnjih 12 mesecih. Sistem naročanja se je izkazal kot zelo učinkovit način urejanja časa. Čas čakanja bolnikov v čakalnici pri zdravniku z uvedenim sistemom naročanja je bistveno krajši (povprečno 18,5 minute) kot pri ostalih zdravnikih (povprečno 55,4 minute), kar se zrcali tudi v večjem zadovo jstvu s čakanjem v čakalnici. Kar tri četrtine bolnikov pri vpeljanem sistemu naročanja čaka do 20 minut, kar je tudi namen naročanja, pri ostalih zdravnikih pa le ena četrtina. Zaključki. Zadovoljstvo bolnikov pri zdravnikih, ki naročajo, v nasprotju z najinimi pričakovanji ni drugačno kot pri ostalih. Nekoliko bolje so bolniki ocenili možnost dobiti prosti termin za pregled, slabše pa pomoč ostalih sodelavcev v ambudanti, možnost dobiti telefonsko zvezo z ambulanto, s tem kako jim je zdravnik dal občutek, da imajo dovolj časa za izpoved svojih težav ter zdravnikovo natančnost.
Deskriptorji		FAMILY PRACTICE PATIENT SATISFACTION APPOINTMENTS AND SCHEDULES TIME FACTORS QUALITY OF HEALTH CARE QUESTIONNAIRES