Patients' satisfaction as key point in healthcare services

Abstract

Objective: In order to measure patients' satisfaction in the Institute of Orthopaedic Surgery "Banjica" there was study about quality of healthcare services, quality of employees practice, as well as, quality of healthcare treatments and other services. Methodology: The questionnaires, focus group interviews, were conducted with 90 patients, consumers of healthcare services in Institute of Orthopaedic Surgery "Banjica" from August to November 2010. Interviews were anonymous, which gives freedom of opinion in patients' population. Results: The results show that patients' satisfaction with healthcare services in this Institute is very high. According to the results, it is 85.8% patients which are very satisfied with healthcare services. Evaluation of general satisfaction, 70.1% of patients have opinion that this Institute is more competitive then others on healthcare orthopaedic market place in Serbia. Patients will choose this Institute again for their healthcare problems (85.6%), which show that this Institute has very satisfied patients and patients which will give good recommendation for the Institute. Conclusions: Satisfaction of patients is key point in healthcare organizations, because their satisfaction is real measure of healthcare institutions work and measure of branding institutions in patients' mind. Also, patients' satisfaction shows real position of healthcare institutions on market place. The truth is that healthcare organizational strength comes from within the team of people that work there, which fulfils patients' satisfaction with their practices as doctors, nurses, technicians and others medical staff. This research present that the Institute of Orthopaedic Surgery "Banjica" is well positioning on healthcare marketplace and that patients are very satisfied with healthcare services in this Institute. According to research, Institute in further work have to follow modern approaches in medicine and management field, in order to keep leader position on healthcare orthopaedic market place.