Quality management: patients reflections on health care at outpatient clinic of internal medicine department [Upravljanje kvalitetom: mišljenja pacijenata o zdrastvenoj skrbi na odjelu prijemne ambulante Klinike za unutarnje bolesti]

Ljubičić, Neven and Boban, Marko and Gaćina, Petar and Adžija, Jasminka and Benceković, Željka and Rajković, Ana (2009) Quality management: patients reflections on health care at outpatient clinic of internal medicine department [Upravljanje kvalitetom: mišljenja pacijenata o zdrastvenoj skrbi na odjelu prijemne ambulante Klinike za unutarnje bolesti]. Collegium Antropologicum, 33 (2). pp. 637-641. ISSN 0350-6134

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Abstract

Middle and older age group relative share in the community permanently grows. Those are commonly burdened with several chronic health conditions or elevated incidence of acute ones and in more frequent need for consulting health services. In the era of modern technical medicine, it is important to increase quality of services particularly patients orientated. Department of Internal Medicine developed questionnaire to assess reflections on medical care from the receiver of medical services point of view. Sample was formed from individuals that visited outpatient triage Unit (OTU) and voluntary enrolled, during period April 1-August 31, 2008 for any medical reason. Study population structure had similarly equally of both genders, socio-economical background, and was in age range 18-87. Questionnaire was developed by team of experienced personnel covering satisfaction on received medical care. There were 279 returned formulary in a sample of 6700 patients (4.18%). Patients visited OTU chiefly on behalf medical condition secondary to address of residency, followed by personal choice, on advice given by general practitioner, by emergency transportation services, or just due to earlier experiences. Regarding provided medical care extent, 4/5 of patients were examined in lesser than 2 hours, while total workup lasted mostly for 2-4, followed by over four. Over half of patients were moderate toward highly satisfied with provided medical information, personnel communication style and general reflection on all services while being in the Department premises. Astonishing proportion of patients (93%) was satisfied with positive personnel communication. Integration of patients' self-perceived reports about medical services in organizing process is inevitable for augmenting content and at the same time valuable for developing overall quality of treatment. Communication excellence is of premier importance and unavoidable for giving additional positive effect to remain health status or to ease the healing process of individual and their families.

Abstract in Croatian

Relativni udio populacije srednje i starije dobne grupe u populaciji je u stalnom porastu. Spomenuti su skloniji opterećenosti u vidu nekoliko kroničnih komorbiditeta ili učestalijoj pojavi akutnih stanja zbog čega su i češće u potrebi konzultirati zdravstvene usluge. U doba tehnološki razvijene medicine važno je održavati i podizati kvalitetu usluga i učiniti ih orijentiranim na pacijenta. Klinika za unutarnje bolesti razvila je anketni upitnik za praćenje povratnih informacija od strane primatelja zdravstvenih usluga. Uzorak ispitanika bio je sačinjen od pojedinaca koji su posjetili prijamnu ambulantu, te su iskazom osobne slobodne volje participirali tijekom razdoblja od 01.travnja do 31.kolovoza 2008. godine. Struktura ispitane populacije imala je podjednaku reprezentativnost spolova, socioekonomskog statusa, starosti 18–87 godina. Upitnik je razvijen timski uz pomoć iskusnog osoblja klinike. Analizirano je sveukupno 279 anketnih obrazaca, od ukupno oko 6700 bolesnika koji su posjetili ambulante (4.18%). Obzirom na opseg pružene obrade, 4/5 ispitanika je bilo pregledano u periodu kraćem od 2 sata, dok je najveći dio kompletne obrade trajao 2–4sata, te preko 4 sata. Više od polovine pacijenata su bili umjereno do visoko zadovoljni kvalitetom primljene zdravstvene informacije, komunikacijom s osobljem i ukupnim općim dojmom za vrijeme boravka u prijamnoj ambulanti. Začuđujuće veliki udio (93%) ispitanika je bio zadovoljan u pogledu pozitivne komunikacije od strane zdravstvenog osoblja. Uključivanje perspektive pacijenta o pruženim zdravstvenim uslugama u proces organizacije je neizostavan korak za podizanje zadovoljstva, a u isto vrijeme vrijedan za podizanje kvalitete liječenja. Izvrsnost komunikacije je od najveće važnosti te nezaobilazan čimbenik za postizanje dodatnog pozitivnog učinka na zdravstveno stanje ili olakšanje procesa liječenja za pojedince i njihove obitelji.

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