The quality of health services in the University Hospital in the opinion of the patients

Abstract

Background. Assessment of quality in health care is an important element of a comprehensive and the effectively management of health care facility. Objectives. The aim of the study was to assess the quality of health services in the University Hospital in the opinion of the patients. Material and methods. The study was conducted anonymously among 800 patients of 16 wards of the University Hospital in Katowice in 2015. Survey questionnaire, containing 13 closed questions regarding the hospital stay and 3 open questions regarding the recommendation of the hospital was used. Negative and positive feelings related to hospitalization were also analyzed. Closed-type questions have been evaluated by the respondents using a scale of 1 to 5, where an increase in the number of points equal to the higher evaluation. Results. 95% of patients rated that was carefully listened to, the messages of medical personnel were understood by 93% of patients and kindness was rated as high by 93% of respondents. High assessment was given for a sense of intimacy by staff – 91%. Nursing care estimated was estimated as very good by 78% of patients and as a good 19%. The nursing staff did not receive negative assessments, only 3% of patients rated the care of nurses as rather good. All patients participating in the study would recommend the hospital to other patients. Conclusions. The results of the annual survey confirm a very high level of patient satisfaction with evaluation of the quality of medical services offered in the reporting hospital. Improvement is require for the level of knowledge of hospitalized patients about the personal data of leader doctor.