The range of definitions involving ¡§service¡¨ is wide. For example, plumbers or lawyers offer technique or profession; consultants or teachers offer knowledge or information; meeting room or car rental agencies as well as people in movie industries offer facilities or space. Of course, a particular place like a hospital provides more than one service, including profession, skills, knowledge, space, etc. In Taiwan, the employment rate in service industry reached 50.2% in 2000. It was the first time the percentage exceeded the one in labor industry, and it is increasing gradually every year. The development of service industry is predicted to influence the economy in the future. The most important factor in service industry is the quality of service. Some even connect service quality with customer satisfaction as well as employees¡¦ rewards. Medical care is a kind of service, too. However, the complication and variation make it hard to measure the quality, especially when it is related to the quality of technique (result). The researchers have a lot of issues about the structures of service quality. In the earlier documents, people agreed with using SERVQUAL to measure the quality. However, European scholars have considered other aspects of service quality. They pointed out that there should be three aspects of service quality for customer satisfaction, including functional (procedure), technological (result), and impressional (image), etc. Although most of the scholars agreed that service quality has multi-structures, they don¡¦t have the same opinion about the essence and the content of it. In Taiwan, most of the people who study for the quality of medical service adopt the theory of P.Z.B. However, my report is trying to use Ward et al (2005) to study the chart of medical service quality. This is to test if the medical service quality of a particular clinic meets the expectation, then we can analysis the relationship of overall quality (patients¡¦ satisfaction) and service quality. Thus we can establish the pattern of prediction, and provide the particular clinic with the references to evaluate the medical service quality. China Steel established a particular clinic in order to respond to ¡§Employee Health Protection Regulation¡¨. The aim of having this clinic is to take care of the employees¡¦ health. The first priority is to provide the basic medical service for them. China Steel has about 8600 employees. The market has about 30 thousand people, including sub-manufacturers and families. Therefore, the clinic is designed to be much bigger than the average ones, and it has 24 staff. This clinic doesn¡¦t have to be responsible for whether it is making money or not. The results of service became the only standard to evaluate the operation. The development of pattern for measuring service quality is necessary for evaluating the results of it. In addition, it can be used to improve the service and promote the welfare of the employees¡¦ physical and mental health.

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Material SUMMARY Postgraduate studies in public health management AN ESTIMATION OF PATIENTS’ SATISFACTION WITH THE SERVICES PROVIDED BY OPTICS Rasa Milašienė Research advisor: doc. dr. Ilona Bučiūnienė, Kaunas University of Technology, Faculty of Economics and Management, Department of Marketing Kaunas University of Medicine, Faculty of Public Health, Department of Public Medicine. – Kaunas, 2005.-56 p. Purpose of the Research: to investigate patients’ satisfaction with optics “Senamiestis” provided services. Goals: 1. To investigate the factors conditioning patients’ satisfaction with the services provided by optics services. 2. To measure the influence of public – demographic characteristics to patients’ satisfaction. 3. To give recommendations for the improving the services provided by optics. Methods of the Research: Subject of the research: Patients’ content with services provided in the optics sphere. A questionnaire for the investigation of the patients’ satisfaction was made after the analyses of the newest Lithuanian and foreign literature. The questionnaire was made on the basis of Parasuraman offered SERVQUAL instrumentation and was used for the patients in optics surgeries. Rating scale was made up of 7 articles according to Likert (1 – do not agree at all, 7 – absolutely agree). 176 patients were questioned, 123 questionnaires were returned. 69,9 % of respondents. Questionnaire data was processed and analyzed by using the statistical data analyses batch SPSS 9... [to full text]

The thesis focuses on the issue of the catering for patients in Czech hospitals. It gives an insight into the present situation of the organization and funding of the hospital catering and also the specifics of dietary nutrition and its status in the treatment of diseases. In the second part of the work is described an organization of patients'catering by the case study of a particular hospital. At the end, you can find a survey on the patients'satisfaction with the nutrition that is being served to them during their stay in hospital and the evaluation of the survey.

Darbo tikslas. Įvertinti P.Mažylio gimdymo namų akušerijos skyriaus pacienčių požiūrį į teikiamų paslaugų kokybę ir jų lūkesčių patenkinimą. Uždaviniai. 1. Nustatyti pacienčių motyvaciją pasirenkant gydymo įstaigą. 2. Įvertinti pacienčių požiūrį į akušerijos stacionaro paslaugų kokybę. 3. Nustatyti pacienčių lūkesčių patenkinimą akušerijos skyriuje. 4. Įvertinti akušerijos skyriaus pacienčių žinias apie gimdymo eigą ir galimas komplikacijas. Tyrimo metodika. 2007m. birželio-rugpjūčio mėnesiais P.Mažylio gimdymo namų akušerijos skyriuje buvo atlikta anoniminė anketinė pacienči�� apklausa. Išdalinta 350 anketų, iš jų grįžo 311. Atsakas 89 proc. Duomenys analizuoti naudojant SPSS 10,0 versijos statistinę programą. Pacienčių nuomonė apie įvairius paslaugų kokybės ir lūkesčių patenkinimo aspektus įvertinta balų vidurkiais ir jų 95 proc. pasikliautinaisiais intervalais. Maksimalus Likert skalės įvertinimas buvo 5 balai. Rezultatai. Pagrindiniai motyvai pasirenkant gydymo įstaigą yra artimųjų ir pažįstamų rekomendacijos (4,21 balų), patogi vieta (4,16 balų), atsiliepimai internete (3,72 balo). Vertinant paslaugų kokybę pacienčių didžiausi vertinimo vidurkiai yra švariai aplinkai (4,92 balai), kokybiškoms paslaugoms (4,82 balai), gydytojo dėmesiui (4,79 balo). Patirtis gimdykloje, gimdymo skyriuje ir pacienčių lūkesčių patenkinimas įvertintas aukštais balais (daugiau nei 4 iš 5 galimų)... [toliau žr. visą tekstą] / Aim of the study. To evaluate attitude of female patients of obstetrics department of P. Mazylis maternity hospital towards the quality of provided services and evaluation of their expectations. Objectives. 1. To determine motivation of female patients choosing maternity hospital. 2. To analyze the quality of services of obstetrics stationary in the point of view of female patients. 3. To set satisfaction of female patients’ expectations in the department of obstetrics. 4. To evaluate knowledge of female patients of obstetrics department about process of childbirth and possible complications. Methods. Anonymous questionnaire survey of female patients was performed in obstetrics department of P. Mazylis maternity hospital during June-August, 2007. It was delivered 350 questionnaires, 311 of them were returned. Response was 89 percent. Data were analyzed using SPSS 10,0 version statistic program. Opinion of female patients about various aspects of service quality and satisfaction of expectations was evaluated in average of points and their 95 percent trustworthy intervals. Results. The main motivations choosing the maternity hospital were recommendations of relatives and acquaintances (4,21 points), convenient place (4,16 points), responses on the internet (3,72 points). Evaluating the quality of services the biggest averages of... [to full text]

Aim of the study. To estimate patients’ opinion of services at the chemotherapy day-care department Methods. A survey was carried out at the Kaunas Medical University Hospital Chemotherapy department November 2004. 207 patients participated in it (response rate – 77,5 %). Statistical analysis was carried out using SPSS 11.5 for Windows. Associations between the variables were tested by Chi squared (χ²) test. Patients’ satisfaction with the doctors and nurses work was analyzed by measuring means that were compared using the Student test (t). Significance level (p) less than 0.05 was considered as statistically significant. Results. The biggest part (93 %) of the patients at the Chemotherapy day-care department were satisfied with the services they received there. Only 7 % of the patients were satisfactorily happy about the services. Nobody was unhappy or very unhappy about them. Majority of the patients (98 %) think the day-care department is necessary, and even 89 % of the patients would recommend the department to other people. If they had to choose where to get the treatment, more than two thirds of the patients would chose this department. Majority of the respondents liked and liked very much the physical environment in the department. Functional quality of the services was evaluated positively, though nurses’ work they liked better than doctors work. Factors that influenced satisfaction were: sex (men were more satisfied than women), problems patients have while coming... [to full text]

Darbo tikslas. Ištirti Kauno Vaiko raidos klinikos „Lopšelis“ stacionaro teikiamų paslaugų kokybę nepilnamečių pacientų atstovų požiūriu. Uždaviniai. Įvertinti stacionaro teikiamų paslaugų apimtį nepilnamečių pacientų atstovų poži��riu, ištirti nepilnamečių pacientų atstovų nuomonę apie paslaugų prieinamumą, įvertinti pacientų atstovų pasitenkinimą suteiktomis paslaugomis. Tyrimo metodika. Anoniminė anketinė apklausa vyko 2007 m. sausio – gruodžio mėnesiais. Buvo išdalinta 131 anketa. Gautos 115 anketų (atsako dažnis 87,8 proc.). Ryšiai tarp požymių buvo vertinami chi kvadrato kriterijumi bei laisvės laipsnių skaičiumi. Statistinių hipotezių reikšmingumui įvertinti pasirinktas statistinio reikšmingumo lygmuo p. Rezultatai. Beveik trys ketvirtadaliai tyrime dalyvavusių pacientų atstovų (72,9 proc.) nurodė, jog juos pilnai patenkino paslaugų apimtis. Didžiąją dalį respondentų (80,5 proc.) pilnai tenkino procedūrų trukmė. Statistiškai reikšmingai didesnė dalis pasitikinčių specialistų kompetencija respondentų (77,9 proc.) lyginant su mažiau pasitikinčiais (33,3 proc.) teigia, jog juos pilnai patenkino įstaigoje teikiamų paslaugų įvairovė (p < 0,01). Beveik pusė (44,6 proc.) apklaustųjų teigė, jog iš karto buvo priimti į gydymo įstaigą. Beveik visi dalyvavę tyrime vaikus lydintys asmenys (96,5 proc.) teigė, jog atvykus į skyrių, jie buvo informuoti apie skyriaus darbo tvarką. Didžioji dalis dalyvavusių tyrime (89,1 proc.) nurodė, jog norėtų sugrįžti į šią gydymo įstaigą, jei to... [toliau žr. visą tekstą] / Aim of the study. To investigate the quality of in-patient service from the perspective of minor patients’ representatives at Kaunas child development clinic “Lopšelis”. Objectives. To evaluate in-patient service extent from the perspective of minor patients’ representatives, to examine the opinion of minor patients’ representatives about accessibility of service, to evaluate satisfaction of minor patients’ representatives with the provided service. Methods. Anonymous survey of 115 patients’ representatives (response rate – 87.8%) was carried out in 2007. SPSS statistical analysis program was used to process the data. Statistic data reliability was tested by chi square test of independence, degrees of freedom quantity and statistical significance (p). Results. Almost three thirds of surveyed patients‘ representatives (72.9%) indicated, that they were satisfied with the extent of service. The majority of respondents (80.5%) were satisfied with the duration of procedure. Statistically significant bigger part of respondents trusted in competence of specialists (77.9%) in comparison with the less trusted in competence of specialist (33.3 proc.) maintained, that they were satisfied with the diversity of provided service (p<0.01). Nearly half of the respondents (44.6%) revealed, that they were immediately admitted to the institution. Almost all survived entourage (96.5%) stated, that on the arrival at department, they were informed about procedure in the department. The majority... [to full text]

Darbo tikslas: ištirti pacientų, dalyvaujančių profilaktinėje storosios žarnos vėžio patikroje, pasitenkinimą endoskopiniu tyrimu. Tyrimo uždaviniai: 1. Įvertinti profilaktinėje storosios žarnos vėžio patikroje dalyvaujančių pacientų informuotumą apie atliekamą tyrimą. 2. Nustatyti veiksnius, lemiančius pacientų, dalyvaujančių profilaktinėje storosios žarnos vėžio patikroje, žarnyno paruošimo kokybę. 3. Įvertinti veiksnius, lemiančius pacientų pasitenkinimą endoskopinio tyrimo metu. Tyrimo kontingentas ir metodai. 2013 metų kovo – gruodžio mėnesiais atlikta anoniminė anketinė apklausa. Tyrime dalyvavo (42,4 proc. vyrų ir 57,6 proc. moterų) pacientai, kurie tyrimo laikotarpiu buvo siųsti į Lietuvos Sveikatos Mokslų universiteto ligoninės Kauno klinikų Endoskopijų skyrių atlikti endoskopinio storosios žarnos tyrimo (n=177, atsako dažnis - 93,1 proc.). Tyrimui naudota autorės sukurta anketa, remiantis analizuota Lietuvos ir užsienio šalių moksline literatūra. / Research aim: to research patients satifaction during screening colonoscopy procedure. The research goals: 1. To evaluate patients, participating in colon cancer prevention screening programme, awareness of the administered colonoscopy procedure. 2. To determine factors, influencing patients, participating in colon cancer prevention screening programme, quality of bowel preparation. 3. To evaluate factors, determining the patients satisfaction during colonoscopy procedure. Research contingent and methods. During March to December 2013 an anonymous questionnaire was conducted of 177 participants (response rate – 93,1%), i.e. patients (42,4% men, 57,6 % women) administered to perform colonoscopy to Endoscopy department in hospital of Lithuanian University of Health Sciences Kaunas Clinics. A questionnaire, made by the author , based on the analysis of Lithuanian and foreign scientific literature, was applied for the research.

Made available in DSpace on 2014-12-17T14:13:44Z (GMT). No. of bitstreams: 1 NairGM_TESE.pdf: 781823 bytes, checksum: 1ac17cba137a9e5abbbe15147eaca5f1 (MD5) Previous issue date: 2011-02-28 / This study aimed to evaluate factors associated to orthodontic treatment stability and patient satisfaction in the long-term. A total of 209 patients (88 class I and 121 class II) treated with straight wire fixed appliance were selected at least 5 years post treatment. Six hundred twenty seven dental casts were examined with the PAR Index at pretreatment (T1), end of treatment (T2), and at long-term follow up (T3, mean 8.5 years post treatment). At T3, a Dental Impact on Daily Living questionnaire was used to assess patient satisfaction with the dentition in the long-term. Friedman test and multiple regression analysis were used to evaluate changes among the time points and factors associated with stability and patient satisfaction. Predictive factors used to exam the occlusion were: PAR Index at T1 and T2, age at T1, the amount of time without retainer, length of Hawley retainer wear, length of follow-up, sex, extraction and third molar status. To assess patient satisfaction were considered: changes produced by the orthodontic treatment (PAR T2-T1), post treatment stability (PAR T3), age at the start of treatment (T1), length of treatment (T2-T1), gender, and extraction. Orthodontic treatment produced a significant improvement of 94.2% in the PAR Index (T2-T1), but this change was not associated with the level of satisfaction when the patient was questioned at T3. No significant change was observed between T2 and T3. However, when the sample was divided according to the level of finalization (PAR T2), it was observed that well-finished patients experienced some deterioration (P<.001), whereas the less well-finished ones showed some improvement (P<.05). Even with the deterioration, the well-finished patients still had a better PAR Index at T3 compared to the less well-finished ones (PAR T2- T3). Regression analysis showed that PAR Index at T1 and T2, age at T1, and length of retainer wear had a slight association with occlusal stability (R2 = 0.27). Patient satisfaction was significantly associated only with PAR Index at T3 (r2=0.125, P<.0001). We can conclude that, even thought orthodontic treatment is quite stable, not so well-finished treatments tend to show some improvement and well-finished ones deteriorate some in the long-term. Despite of that, well-finished patients still have better occlusal characteristics. Patient satisfaction is not related to the result of orthodontic treatment; nevertheless, there is a slight association with dentition in the long-term / Este estudo objetivou avaliar os fatores relacionados ? estabilidade do tratamento ortod?ntico e o grau de satisfa??o dos pacientes em longo prazo. Foram selecionados 209 pacientes (88 classe I e 121 classe II), tratados com aparelhagem fixa straigth-wire com, pelo menos, 5 anos p?s-tratamento. Seiscentos e vinte e sete modelos foram examinados atrav?s do ?ndice PAR no pr?-tratamento (T1) no final do tratamento (T2) e em longo prazo (T3) m?dia de 8,5 anos. O question?rio do ?ndice Dental Impact Daily Living (DIDL) foi aplicado em T3 para avaliar a satisfa??o do paciente com sua oclus?o em longo prazo. Foram utilizados o teste de Friedman e a an?lise de regress?o linear m?ltipla para avaliar as mudan?as ocorridas nos per?odos de avalia??o e os fatores associados com a estabilidade e com o grau de satisfa??o, respectivamente. As vari?veis predictoras para o exame da oclus?o foram: ?ndice PAR em T1 e T2, idade em T1, tempo sem conten??o 3x3, tempo de uso da conten??o de Hawley, dura??o do tratamento, tempo de acompanhamento p?s-tratamento, g?nero, tratamento com e sem extra??o dent?ria e presen?a ou aus?ncia de terceiro molar. Para o grau de satisfa??o, as vari?veis foram: mudan?as produzidas pelo tratamento (PAR T2-T1), estabilidade p?stratamento (PAR T3), idade no in?cio do tratamento (T1), dura??o do tratamento (T2- T1), g?nero e extra??o dent?ria. O tratamento produziu uma melhora de 94,2% no ?ndice PAR (T2-T1), por?m isso n?o estava associado ao grau de satisfa??o quando o paciente foi questionado em (T3). Nenhuma mudan?a significativa foi observada entre T2 e T3, entretanto, quando a amostra foi dividida de acordo com o grau de finaliza??o (PAR T2), evidenciou-se que pacientes bem finalizados mostraram alguma altera??o no resultado do tratamento (P< 0,001), enquanto os casos n?o t?o bem finalizados apresentaram algum grau de melhora (P< 0,05). Entretanto, mesmo com alguma altera??o os casos bem finalizados ainda apresentaram um ?ndice PAR melhor em T3 quando comparado com os pacientes n?o t?o bem finalizados. A an?lise de regress?o mostrou que o ?ndice PAR em T1 e T2, a idade em T1 e a dura??o do uso da conten??o tiveram uma moderada associa??o com a estabilidade oclusal (R?= 0,27). Com rela??o ao grau de satisfa??o, apenas o ?ndice PAR em T3 apresentou uma rela??o significante (R? = 0.125, p < 0,0001). Pode-se concluir que, embora o tratamento ortod?ntico seja relativamente est?vel, em longo prazo, os casos mais bem finalizados tendem a uma pequena altera??o dos resultados, enquanto aqueles n?o t?o bem finalizados tendem a alguma melhora, por?m esses casos ainda s?o piores que os bem finalizados em longo prazo. O grau de satisfa??o do paciente n?o est? relacionado com o resultado do tratamento ortod?ntico, por?m h? uma suave associa??o com a oclus?o presente em longo prazo

Orientador: Maria Ines Rubo de Souza Nobre Gomes / Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Ciencias Medicas / Made available in DSpace on 2018-08-15T06:06:41Z (GMT). No. of bitstreams: 1 Frez_AndersomRicardo_M.pdf: 675997 bytes, checksum: 9d6815b1ebfc52191ac7d1e5624de8ae (MD5) Previous issue date: 2010 / Resumo: Este estudo teve o objetivo de caracterizar os usuários do serviço de fisioterapia da rede pública de saúde da cidade de Foz do Iguaçu, Paraná, identificar a conduta em relação à busca do atendimento fisioterapêutico, e descrever e quantificar a satisfação dos usuários após o atendimento. Foi realizado um estudo transversal em um modelo epidemiológico descritivo, com aplicação de questionário validado e adequado socioculturalmente aos usuários destes serviços. Centro e três usuários se enquadraram nos critérios de inclusão. Destes, 99 noventa e nove questionários foram analisados. A amostra caracterizou-se por um predomínio de usuários do sexo feminino, com 2º grau completo, com renda familiar entre 4 e 6 salários mínimos. A maioria foi atendida na especialidade ortopedia e traumatologia. Também relataram que já tiveram outras experiências com a fisioterapia e todos sabiam os seus diagnósticos. Em relação à satisfação, os usuários caracterizaram-na como ótima. Em todas as dimensões avaliadas os usuários do serviço de fisioterapia da rede pública na cidade de Foz do Iguaçu, Paraná, caracterizaram a satisfação como ótima / Abstract: The purpose of this study is characterize the user of physiotherapy service, in the publicly health care in the city of Foz do Iguaçu, Paraná, identify the conduct relationed to the search of physical therapy, describe and quantify user satisfaction after treatment. A transversal descriptive study was realized, with an applications of a validated questionnaire, socially and cultural suitable to the users of those services. One hundred and three were fitted in the inclusion criteria and not in exclusion, and 99 questionnaires of these were analyzed. The sample was characterized by female users predominance, graduated in 2nd degree, with family rent between 4 and 6 minimal salaries. Orthopedic and traumatology was the main specialty attended. Also reported that they already had another experience with physical therapy and all of them knew their diagnoses. Relationed to satisfaction, he users characterized as great. In all dimensions evaluated, the users of publicly services of physiotherapy in Foz do Iguaçu, Paraná, characterized the satisfaction as great / Mestrado / Interdisciplinaridade e Reabilitação / Mestre em Saúde, Interdisciplinaridade e Reabilitação