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]

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]

SUMMARY Management of Public Health PATIENT EVALUATION OF USING MARKETING ELEMENTS AT OUTPATIENT POLYCLINIC Aida Račienė Supervisor Ilona Bučiūnienė, Doc., dr. Departament of Social medicine, Faculty of Public Health, Kaunas University of Medicine.-Kaunas, 2005.- P. 83 Aim of the study - evaluate patient’s attitude towards the elements of marketing at Outpatient Polyclinic of Panevėžys region local administration. Objectives: 1) to investigate the existing patients satisfaction of marketing mix elements; 2) to investigate the evaluation of marketing mix elements according to patients social – demographic characteristics; 3) to estimate patients general level of satisfaction, repeated intention to use services; 4) to form basic direction of marketing improvement at polyclinic. Methods. The study was carried out in August, 2004. Questionnaires were used. 435 questionnaires were given out, 410 questionnaires were given back (frequency of response – 94,2). Likert’s five-point scale was used to investigate the satisfaction. Data was analysed using SPSS (version 10), Windows Microsoft Excel. Results. Experienced doctors (average 4,52), registration (4,51), physical evidence of polyclinic (4,13), information in the press (3,39) are the most important factors for respondents while choosing a medical institution. The respondents who seldom come to a medical institution are likely to come here again (4,51).The respondents who are signed at polyclinic for ≤ 10 years would recommend... [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. Įvertinti miesto ir kaimo pacientų pasitenkinimą pirmine odontologine priežiūra Kaišiadorių pirminės sveikatos priežiūros centre. Uždaviniai. Įvertinti pacientų pasitenkinimą pirmine odontologine priežiūra; nustatyti veiksnius, susijusius su pacientų pasitenkinimu paslaugomis; palyginti miesto ir kaimo pacientų pasitenkinimą pirmine odontologine priežiūra. Tyrimo metodika. 2006 m. vasario – gegužės mėn. atlikta Kaišiadorių pirminės sveikatos priežiūros centro odontologinio skyriaus pacientų anoniminė anketinė apklausa, kurios metu vertinta pacientų nuomonė apie jiems teikiamą pirminę odontologinę priežiūrą. Pacientams išdalintos 633 anketos, jas užpildė ir grąžino 501 pacientas (atsako dažnis – 79,15 proc.). Duomenų analizė atlikta naudojant MS Excel ir statistinio duomenų analizės paketo SPSS for Windows 12,0 versiją. Ryšiai tarp požymių vertinti pagal Chi kvadrato kriterijų. Lyginant du santykinius dydžius apskaičiuotas z – koeficientas. Kiekybinių dydžių vertinimui skaičiuoti vidurkiai bei jų 95 proc. pasikliautinieji intervalai. Rodiklių skirtumas laikytas statistiškai reikšmingu, kai p<0,05. Rezultatai. Odontologinėmis paslaugomis labai patenkinti buvo 34,1 proc., patenkinti – 46,3 proc., vidutiniškai patenkinti – 17,4 proc. ir nepatenkinti – 2,2 proc. respondentų. Nebuvo nei vieno paciento, kuris būtų labai nepatenkintas Kaišiadorių pirminės sveikatos priežiūros centro teikiamomis odontologinėmis paslaugomis. Pacientai jautėsi maloniai ir pagarbiai... [toliau žr. visą tekstą] / Aim of the study. To estimate the satisfaction with primary odontological care of patients‘ from urban and rural areas at the primary health care centre of Kaišiadorys. Objectives. To estimate the satisfaction with primary odontological care of patients‘; to establish factors that are related to satisfaction with services; to compare the satisfaction with primary odontological care of patients’ from urban and rural areas. Methods. During an anonymous questionnaire based survey, which was carried out at Kaišiadorys‘ primary health care centre from February to May, 2006, opinion of the patients about received primary odontological care services was estimated. 633 questionnaires were distributed to the patients and 501 were filled in and returned back (response rate – 79.15 percent). Analysis of the data was carried out by using programmes Microsoft Excel and SPSS 12.0 for Windows. Associations between the variables were tested by Chi-square test. By comparing two proportions, z coefficient was calculated. Means and 95 percent confidence intervals were calculated for the continuous variables. Significance level of less than 0.05 was considered statistically significant. Results. 34.1 percent of the respondents were very satisfied, 46.3 percent – satisfied, 17.4 percent – middling satisfied, and 2.2 percent were not satisfied with the odontological care services. None of the patients were very unsatisfied with the services. Patients felt as they were welcomed pleasantly and... [to full text]

Darbo tikslas. Įvertinti Kauno miesto bedarbių nuomonę apie prieinamumą sveikatos priežiūros paslaugoms ir pasitenkinimą jomis. Tyrimo metodika. Tyrimas buvo atliekamas Kauno mieste 2012 m. kovo – balandžio mėnesį. Tiriamąjį kontingentą sudarė tuo laikotarpiu Kauno teritorinėje darbo biržoje besilankantys darbo neturintys, darbingo amžiaus asmenys. Iš viso gautos 448 tinkamai užpildytos anketos (atsako dažnis – 58,0 proc.). Statistinė duomenų analizė buvo atlikta naudojant SPSS programos 17.0 versiją. Rezultatai. Dauguma (61,1 proc.) bedarbių savo sveikatą vertino teigiamai, tačiau ilgalaikiai bedarbiai vertino ženkliai blogiau, negu trumpalaikiai. 45,1 proc. bedarbių neoficialiai mokėjo už sveikatos priežiūros paslaugas. Ilgalaikiai bedarbiai statistiškai reikšmingai dažniau turėjo finansinių sunkumų perkant reikiamus vaistus, lyginant su trumpalaikiais. Ketvirtadalis respondentų teigė patyrę diskriminaciją iš sveikatos priežiūros personalo. Dauguma pacientų palankiai vertino (58,2 proc.) paslaugų teikimą pirminėje sveikatos priežiūros gydymo įstaigose Ilgalaikiai bedarbiai kritiškiau vertino pasitenkinimą sveikatos priežiūros paslaugomis nei trumpalaikiai. Privačioje sveikatos priežiūros įstaigoje prisiregistravę respondentai, buvo labiau patenkinti suteiktomis paslaugomis, negu valstybinėje įstaigoje. Išvados. Dauguma darbo neturinčių asmenų, teigiamai atsiliepė apie sveikatos priežiūros paslaugų prieinamumą ir gydytojo – paciento bendravimo apsektus, tačiau pasitenkinimas... [toliau žr. visą tekstą] / Aim of the study. To evaluate satisfaction and accessibility to health care services among unemployed population in Kaunas city. Methods. The data was collected in cross – sectional study, in 2012. We received 448 filled-in questionnaires (response rate – 58.0%) from unemployed persons, who were attending the Kaunas labor market office (Lithuania). The statistical analysis of data was performed using statistical package SPSS Statistics 17.0. Results. The majority (61.1 %) of unemployed evaluated their health positively. However, long–term unemployed persons rated their health status more negatively, then short term unemployed ones. 45.1% of unemployed made non–official payments to health care providers. Long-term unemployed has experienced more financial difficulties in purchasing the necessary medication, compared with short–term ones. One quarter of respondents reported episodes of discrimination from health care staff. The majority of unemployed (58.2 %) were satisfied with health care services. Short–term unemployed were more satisfied with health care, then long–term ones. Clients of private medical health care facilities were more satisfied with the quality and accessibility of health care service, comparing with those from public health units. Conclusions. The majority of respondents were satisfied with quality of health care services. Higher satisfaction has been observed among short-term unemployed, comparing with long–term ones. The results showed that short–term... [to full text]

Darbo tikslas: Įvertinti skausmo klinikų teikiamų paslaugų prieinamumą ir pasitenkinimą pacientų požiūriu. Tyrimo metodika: Tyrimas buvo atliktas Vilniaus, Kauno, Šiaulių ir Alytaus skausmo klinikose. Tyrimas vyko 2013 gegužės – 2013 gruodžio mėnesiais. Tyrimo metu atlikta anoniminė anketinė pacientų apklausa. Statistinei analizei tinkamos grįžo 363 anketos. Atsako dažnis 95,5 proc. Statistinė tyrimo duomenų analizė atlikta SPSS 17.0 programa ir Excel 2007 programa. Rezultatai: Didžioji dalis pacientų (73,3 proc.), norėdami pasiekti artimiausią skausmo kliniką užtrunka mažiau, nei vieną valandą. Vizito pas skausmo klinikų specialistus 44,6 proc. respondentų laukė 2-4 savaites, tačiau 15,4 proc. pacientų turėjo laukti ilgiau kaip mėnesį. Atvykus konsultuotis, beveik ketvirtadaliui (23,7 proc.) konsultacija vėlavo iki 30 minučių, o 7,7 proc. už durų laukė ilgiau nei pusvalandį. Pati dažniausia problema respondentams norint pasiekti skausmo klinikas buvo sveikatos būklė. Beveik pusė tyrimo dalyvių (48,8 proc.) liko labai patenkinti, o daugiau kaip trečdalis (39,1 proc.) – patenkinti skausmo klinikų paslaugomis. Nepatenkintų skausmo klinikų paslaugomis nebuvo. Visi tyrimo dalyviai teigiamai įvertino skausmo klinikų specialistų kompetenciją ir gydymo kokybę. Labiausiai patenkinti buvo gydytojo onkologo siųsti pacientai. Kuo trumpesnis laikas nuo registracijos iki vizito pas gydytoją, ar pas gydytoją patenkama paskirtu laiku, bei trumpiau laukiama eilėje prie kabineto, tuo... [toliau žr. visą tekstą] / Aim: To evaluate the pain clinics‘ provided services in terms of the accessibility and satisfaction in patients‘ opinion. Methods: The study was carried out in Vilnius, Kaunas, Siauliai and Alytus pain clinics. The study took place in May 2013 - December 2013. The study carried out an anonymous questionnaire survey of patients. For statistical analysis returned 363 suitable questionnaires. The response rate was 95.5 percent. Statistical data analysis was performed using SPSS 17.0 and Excel 2007 programs. Results: To reach the nearest pain clinic for the majority of patients (73.3 percent) takes less than one hour. For a visit to the pain clinic 44.6 percent of respondents waited for 2-4 weeks, but 15.4 percent of patients had to wait longer than a month. Upon arrival to consult, for almost a quarter (23.7 percent) of patients consultation was delayed for up to 30 minutes, and 7.7 percent of patients waited outside the door for more than half an hour. The most common problem for respondents to arrive to pain clinics was the state of health. Almost half of the survey participants (48.8 percent) were very pleased , and more than one-third (39.1 percent) were pleased with pain clinics‘ services. There was no discontentment with the services of pain clinics. All study participants positively evaluated the pain clinics‘ specialists‘ competence and quality of care. Most satisfied were patients sent by an oncologist. The shorter the time from registration to the doctor‘s visit, or... [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.

Aim of the study. To assess quality of ambulatory health care services in terms of the patient in accordance with patients’ attitude in the aspects of accessibility, information supply and satisfaction in services. Methods. Object of the research – Parents of the patients and their juridical representatives of the ambulatory consultative department of the public institution Children hospital of Klaipeda city. Research method – anonymous questionnaire inquiry. 502 respondents were questioned. Methods of the statistical analysis – statistical significance of data was measured by the criteria c2, number of the freedom degree (df) and the statistical significance. When the features were analyzed referring to other indexes, differences were found as statistically significant because the significance level p<0,05. Results. The best part of respondents comes to the specialist according to the time indicated in the coupon. Most of respondents, came without the coupon from district or other town, get to the specialist for the consultation at the same day. Most of respondents take up to 5 minutes at the registrar and up to 15 minutes by the doctor’s surgery. The best part of respondents was looking forward the consultation of the specialist for more than 2 weeks; the longest rows are at ophthalmologist, cardioreumatologist and orthopedist-traumatologist. It is estimated that as the acceptance to the specialist lasts longer and longer, more and more respondents say that the doctor... [to full text]

SUMMARY Management of Public Health PATIENTS‘ SATISFACTION WITH IN-PATIENT HEALTH CARE SERVICES IN TAURAGĖ COUNTY HOSPITAL Saulius Jančys Supervisor Jurgita Vladičkienė, Department of Social Medicine. Faculty of Public Health, Kaunas University of Medicine. - Kaunas, 2005.- P.53 Aim of the study. To evaluate patients’ satisfaction with in-patient health care services. Methods. 20 questions anonymous questionnaire have been used in the study. 179 patients aged 18 and older have been surveyed. Statistic data analysis has been made, using SPSS 10.0 version. Results. Response rate of the surveyed patients was 85%. 70.4% of the participants were woman aged 18 and older. Most of the respondents had basic (40.8%) and secondary (29.6%) education. 82% of the patients were informed about their treatment, results of investigations and diagnose by medical personnel and 93.3% were interested in such information. More than one third of the patients (35.6%) assumed that responsibility for the treatment lies on doctor, and 5.6% maintained that patient is responsible for the treatment. 83.8% of the respondents trust in their doctors’ completely. 68% of the patients suggests that only doctor make decision on his treatment. Communication of staff members was acceptable for 97.2% of the patients. 88.3% of the patients were satisfied with in-patient health care services. 33.5% of the respondents evaluated health care services as very good, 59.2% - as good. 90.5% of the respondents would... [to full text]