Bojar I, Wdowiak L, Ostrowski T
Management and Economics of Health Care Department, Lublin Medical University, Poland.
Rocz Akad Med Bialymst. 2005;50:319-21.
The quality could be assessed from two perspectives: internal and external. From the internal perspective the quality means being consistent with particular conditions and standards. The external perspective is based on relative assessment of the product made by a client who is also aware of other competitors' offer. Despite the professional assessment which is focused on providing health services according to medical and managerial correctness, patient's assessment is also relevant. Measuring patient's satisfaction is additional method of health services quality assessment. The aim of the study was to estimate patients' opinion on quality of ambulatory obstetric and gynaecological services.
The study was conducted in 11 obstetric and gynaecological out-patient clinics of Lublin in September and October 2003. The study tool was an author's questionnaire. Patients were asked to assess such areas as registration before visit, their relationship with nurses and gynaecologists and other aspects of services provision like intimacy assurance and respecting Patient's Rights. The collected data was statistically analysed.
635 patients took part in the study. The biggest groups in the studied population were women at the age of 20-30 years, married, living in cities and secondary educated. It was found that around half of the population is satisfied and 2.2% of them are unsatisfied with the fact that they have chosen particular out-patient clinic. More than 70% of women had positive opinion of following aspects influencing general opinion about service quality: politness of reception desk staff, opening hours, the length of time before a patient is seen by the specialist, intimacy assurance and respect for Patient's Rights in the practice. 80% of patients were satisfied with the relationship with nurses and 3.3% were unsatisfied with it. Eight patients out of ten were satisfied with gynaecological care, less than 2% were unsatisfied. The studied women had also high opinion of the course of visit. More than 90% of studied patients trust their gynaecologists.
More satisfied with the services provided by the obstetric and gynaecological out-patient clinics were women living in cities than in villages and those visiting nonpublic than public practices.
质量可以从两个角度进行评估：内部和外部。从内部角度来看，质量意味着符合特定条件和标准。外部角度基于客户对产品的相对评估，而客户也了解其他竞争对手的产品。尽管专业评估侧重于根据医学和管理的正确性提供医疗服务，但患者的评估也很重要。测量患者满意度是医疗服务质量评估的额外方法。本研究的目的是估计患者对门诊妇产科服务质量的看法。
该研究于2003年9月和10月在卢布林的11家妇产科门诊进行。研究工具是作者设计的问卷。患者被要求评估诸如就诊前登记、与护士和妇科医生的关系以及服务提供的其他方面，如隐私保障和尊重患者权利等领域。对收集到的数据进行了统计分析。
635名患者参与了研究。研究人群中最大的群体是年龄在20 - 30岁、已婚、居住在城市且受过中等教育的女性。发现约一半的人对选择特定门诊感到满意，2.2%的人不满意。超过70%的女性对以下影响服务质量总体评价的方面持积极看法：接待台工作人员的礼貌、营业时间、患者见到专科医生前的等待时间、隐私保障以及在诊疗过程中对患者权利的尊重。80%的患者对与护士的关系感到满意，3.3%的人不满意。十分之八的患者对妇科护理感到满意，不到2%的人不满意。参与研究的女性对就诊过程也评价很高。超过90%的研究患者信任他们的妇科医生。
与农村女性相比，城市女性对妇产科门诊提供的服务更满意；与公立门诊相比，就诊于私立门诊的女性更满意。
