Trends in patients' satisfaction with family practice in Slovenia

Vodopivec Jamšek, Vlasta; Kersnik, Janko; Švab, Igor

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Title:	Trends in patients' satisfaction with family practice in Slovenia
Authors:	ID Vodopivec Jamšek, Vlasta (Author) ID Kersnik, Janko (Author) ID Švab, Igor (Author)
Files:	http://www.ivz.si/
Language:	English
Work type:	Not categorized
Typology:	1.01 - Original Scientific Article
Organization:	UPR - University of Primorska
Abstract:	Namen: Primerjava ravni zadovoljstva bolnikov z zdravniki družinske medicine v Sloveniji v letih 1998 in 2004. Metode: V dveh presečnih raziskavah je bil uporabljen EUROPEP vprašalnik s 23 vprašanji. V prvo raziskavo, izvedeno leta 1998, je bilo vključenih 36 ambulant družinske medicine iz različnih zdravstvenih ustanov in 2160 bolnikov. Druga raziskava, ki je potekala leta 2004, pa je v vzorec zajela 31 ambulant družinske medicine in 930 bolnikov. Rezultati: Na vprašalnike je odgovorilo 83,8 % bolnikov iz prve in 99,6 % iz druge raziskave. Povprečna skupna ocena zadovoljstva bolnikov se je dvignila s86,6 na 87,7 točk na lestvici s 100 točkami (p = 0,034). Izboljšanje je opazno pri vseh, razen pri štirih vprašanjih. Vprašanje: "Ali vam je zdravnik pomagal, da ste mu povedali o svojih težavah?" je dobilo enako dobro oceno. Vključevanje bolnika v odločanje o zdravljenju in možnost telefonskega pogovora z zdravnikom sta bili ocenjeni slabše, a statistično neznačilno. Možnost dobiti telefonsko zvezo z ambulanto je bilo edino vprašanje s statistično značilno slabšo oceno. V obeh raziskavah je najnižjo oceno dobilo čakanje v čakalnici. Najbolj so bolniki cenili zaupnost ravnanja s podatki in zdravnikovo pripravljenost, da jih posluša. Zaključek: Rezultati naše raziskave jasno kažejo na pozitivne trende zadovoljstva z zdravniki družinske medicine pri obiskovalcih ambulant družinske medicine. Izsledki obeh študij pa so pokazali tudi na možna področja za izboljševanje kakovosti: izboljšanje telefonske dostopnosti ambulante, zmanjšanje čakanja v čakalnici in večji poudarek veščinam sporazumevanja.
Keywords:	družinska medicina, zadovoljstvo bolnika, Slovenija
Year of publishing:	2009
Number of pages:	str. 145-151
Numbering:	Letn. 48, št. 4
PID:	20.500.12556/RUP-3940
ISSN:	0351-0026
UDC:	614.253.8
COBISS.SI-ID:	1024169812
Publication date in RUP:	15.10.2013
Views:	4235
Downloads:	66
Metadata:
:	VODOPIVEC JAMŠEK, Vlasta, KERSNIK, Janko and ŠVAB, Igor, 2009, Trends in patients’ satisfaction with family practice in Slovenia. [online]. 2009. Vol. 48, no. 4, p. 145–151. [Accessed 6 April 2025]. Retrieved from: http://www.ivz.si/ Copy citation

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Secondary language

Language:	English
Abstract:	Objective: To compare patient's views on family practice in Slovenia in 1998 and 2004. Methods: The EUROPEP instrument, consisting of 23 questions was used in both cross-sectional surveys. The first study was performed in 1998 including a sample of 36 family practices and 2160 patients. The second study was conducted in 2004 on a sample of 31 practices and 930 patients. Results: The response rates were 83,8% and 99,6%. Overall, patients' satisfaction has increased from 86,6 to 87,7 points on a 100-point scale (p = 0,034). Improvement is seen in all but four items. Making it easy to tell about their problems was evaluated with same mean score. Involving patients in decisions about their medical care and being able to speak to general practitioner on the telephone were evaluated lower, but non-significant. The only item that shows statistically significant decrease in the mean scores is getting throughto the practice on the phone. By far the lowest satisfaction was reported with waiting in the waiting room in both surveys. The highest scores got in both surveys the confidentiality of medical records, and listening capacity of family doctors. Conclusion: The results of our study provide a clear insight in the trends of satisfaction of family practice visitors in Slovenia. These trends are positive but the results also identified possible areas for quality improvement, such as in the telephone accessibility, management of waiting time in the waiting room and doctor-patient communication skills.
Keywords:	family medicine, patient satisfaction, quality of care, Slovenia

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