Ramadani Naser, Zhjeqi Valbona, Berisha Merita, Hoxha Rina, Gashi Sanije, Begolli Ilir, Salihu Drita, Muçaj Sefedin
Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
Mater Sociomed. 2016 Jun;28(3):168-72. doi: 10.5455/msm.2016.28.168-172. Epub 2016 Jun 1.
Purpose of the research is to assess patient satisfaction with the quality of health services provided in National Institute of Public Health of Kosova.
Study was observational and cross-sectional. Interviews were conducted with 625 clients of IPH. Inclusion criteria for enrollment in the study were patients above 18 years old, with verbally informed consent.
In our study, access to IPH, efficacy, patient-provider interpersonal communication, and explanations regarding procedures, readiness to answer to patients need and physical settings and appearance are valued satisfactorily whereas cleanliness was rated with minimal grades. Evaluated 12 quality components, were scored with average mark 3.6.
SWOT analysis, and fishbone diagram should be used on regular bases and a new position for a manager for administrative issues, is opened, complaints box and list of rights and responsibilities of patients were dislocated in a more visible place, and internal staff turnover, is introduced.
本研究旨在评估科索沃国家公共卫生研究所提供的卫生服务质量的患者满意度。
本研究为观察性横断面研究。对625名公共卫生研究所的客户进行了访谈。纳入本研究的标准为18岁以上患者，需有口头知情同意。
在我们的研究中，进入公共卫生研究所的便利性、疗效、医患人际沟通、关于程序的解释、对患者需求的响应度以及物理环境和外观等方面得到了令人满意的评价，而清洁度的评分最低。对12个质量要素进行评估，平均得分3.6。
应定期进行SWOT分析和鱼骨图分析，设立一个负责行政事务的新管理职位，将投诉箱以及患者权利和责任清单放置在更显眼的位置，并引入内部员工轮岗制度。
