PATIENT SATISFACTION WITH WORK OF RADIOLOGICAL ENGINEERS AND SERVICES RADIOLOGICAL DEPARTMENTS IN GENERAL HOSPITAL SLOVENJ GRADEC
ZADOVOLJSTVO PACIENTOV Z DELOM RADIOLOŠKIH INŽENIRJEV IN STORITVAMI RADIOLOŠKEGA ODDELKA V SPLOŠNI BOLNIŠNICI SLOVENJ GRADEC
Keywords:
satisfaction, patient, radiographer, radiological departmentAbstract
Introduction: The satisfaction of patients is an important outcome of health care, which is determined by the quality of communication, interpersonal relationships, and organization of work. The satisfaction of patients contributes to a better reputation of the radiological department as well as health institution. The more patients are satisfied, the more radiographers can be satisfied with their work.
Purpose: The purpose of this master’s thesis is to determine the level of satisfaction of patients with the Radiological Department of the Slovenj Gradec General Hospital, and to identify the factors that affect the satisfaction of patients in two fields of operating: magnetic resonance (MR) and computed tomography (CT).
Methods: For the theoretical part, we analyzed Slovenian and foreign professional literature, and for empirical part, we used the quantitative method. With a survey questionnaire, we collected the opinions of patients and statistically analyzed the data with descriptive statistics, Cronbach’s alpha, correlation coefficient, nonparametric t-test, linear and multiple regression analysis.
Results: The survey was answered by 140 respondents, 47.1% of men and 52.9% of women. The average age of respondents is 53 years. The majority of them (49.3 %) finished secondary school. When examining the relationships between patients’ overall satisfaction with the numerous variables of the radiological department, we discovered a strong correlation with ‘communication’ and the radiographer’s attitude. Less strong is the relationship with the waiting-room, waiting time, waiting period, and patient’s education level. The patient’s health condition, sex, and age are not connected to the satisfaction of the patient. When every studied factor is included in the model of multiple linear regression analysis, the results show that the satisfaction of patients is in the majority impacted by communication (? = 0.461, p < 0.01), the attitude of radiographer (? = 0.256, p < 0.05) and the waiting time in the waiting-room (? = -0.136, p < 0.05).
Discussion and conclusion: Respondents of the survey have assessed the CT and MR diagnostics with a high grade of satisfaction with health treatment (above 4 on a scale of 1 to 5). Average opinion of patients on the work of radiographers at CT and MR diagnostics is genuinely high. The results reveal that patients are satisfied with the work of radiographers. We can conclude that satisfaction of patients consists of patient’s point of view and needs, and of constant improvements of the relationship between a radiographer and a patient. Our research is one of the first on the satisfaction of patients with the work of radiographers in Slovenia. Therefore, we recommend expanding the measuring of satisfaction to other diagnostics of the radiological department of the General Hospital Slovenj Gradec. We also recommend similar studies in radiological departments elsewhere in Slovenia in order to understand patient’s wishes and needs, and to adjust the work appropriately.
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