Faktori koji utiču na zadovoljstvo bolesnika u zdravstvenom sektoru u Srbiji

Abstract

Uvod/Cilj Cilj ovog rada je da istakne faktore koji utiču na kvalitet zdravstvenih usluga u privatnim i javnim zdravstvenim ustanovama u Srbiji. Metode Podaci su prikupljeni maja i juna 2017. godine putem anketnog upitnika. Ukupno je primljeno 406 popunjenih upitnika od 500, što je 81,2% odgovora. Rezultati Identifikovana su četiri važna faktora koja najviše utiču na zadovoljstvo bolesnika u zdravstvenom sektoru u Srbiji: proces prijema, lekar, osoblje i tehnološki alati. Zaključak Model opisuje da je varijabla briga lekara od 66,2 bazirana na procesu prijema, tehnološkim alatima i nezi osoblja. Hipoteza da će tehnološki alati imati pozitivan efekat na brigu o osoblju nije potvrđena.

Introduction/Objective The aim of this paper was to highlight and understand factors that influence the quality of healthcare services in Serbia in private and public health institutions. Methods The data was collected during May of 2017 and June of 2017 through an on-field questionnaire. Out of 500 questionnaires in total, 406 were completed and returned, resulting in a response rate of 81.2%. Results The following four most influential factors for patient satisfaction in Serbia's healthcare sector were identified: admission process, doctor care, staff care, and technology tools. Conclusion The model describes that 66.2 variance for the doctor care variable is based on three constructs: admission process, technology tools, and staff care. The hypothesis that technology tools will have a positive effect on staff care was not confirmed.