Executive summary
The present research paper is entitled:
«Evaluation of the satisfaction level of users regarding the quality of
health services at Bethesda Hospital Centre.» It is formed from the
following questions that we carried out our investigation:
The present study starts from the following fundamental: What
the satisfaction level of users of health services at Bethesda Hospital Centre?
We ask the following specific questions from the above main questions:
- What is the satisfaction level of users regarding service
provided and the organization of treatment by the workers of Bethesda Hospital
Centre?
- What is the satisfaction level of users at Bethesda
Hospital Centre regarding social support from which they benefit?
- What is the satisfaction level of Bethesda Hospital Centre
regarding invoicing mode of acts posed by treatments service provided?
In connection with the above asked questions, we formulate
temporarily following hypotheses :
ü The users of Bethesda Hospital Centre would be less
satisfied with service provided and treatments of the organization;
ü The users of Bethesda Hospital Centre would be less
satisfied with the social support from which they benefit;
ü The users of Bethesda Hospital Centre would be
satisfied with the invoicing mode of acts posed by providers of services.
The present study aims to evaluate the degree of satisfaction
of users regarding health services of Bethesda Hospital Centre. To reach the
general objective previously mentioned, we assign the following specific
objectives:
- Appreciate the satisfaction degree of users at Bethesda
Hospital Centre regarding services provided and treatments organization;
- Evaluate the degree of satisfaction of users at Bethesda
Hospital Centre about social support they benefit from;
- Appreciate the degree of users of Bethesda Hospital Centre
in connection with the mode of invoicing acts posed by the providers of
services.
As it is quantitative and qualitative study, a questionnaire
for investigation has been submitted to 64 hospitalized patients, and a guide
of interview served to speak to 4 nurses. After typewriting data, treatment and
their analysis through SPSS.12 computer system, the following results have been
obtained:
As for the appreciation of the service provided, 34.4% of
respondants are not satisfied with the service provided at all, mean while
31.2% are only a bit satisfied, that 21.9% declare that they are satisfied and
that 12.5% are totally satisfied. The warning «totally satisfied» (a
12.5%+21.9%), give a rate of satisfaction of 34.4%; that is to say, the
one-third of respondants. Besides, 67.2% think that workers are punctual.
Nevertheless, the satisfaction is never associated with punctuality of workers
(p=0.531>0.05).
In addition to that, 51.6% say that there is good
communication between workers, whereas 48.4% confirm «a bit» the
existence of collaboration. There is not any link between valuation of
punctuality of workers and satisfaction of users (p=0.068>0.05). In addition
to that, 67.2% confirm that treatments are of good quality. However, there is
no link between valuation of the quality and treatments and the satisfaction of
users (p=0.068>0.05). Let us add that 67.2% do not make any case of
nosocomiale disease (p=0.226>0.05). In connection with water supply, 42.2%
are only a bit satisfied; 23.4% are satisfied with it; 21.9% are not satisfied
at all. There exists no association between satisfaction of users and water
supply (p=0.214>0.05).
Most of them (87.5%) say that they recommend their chose
relatives to get treatment at BHC. The satisfaction of users is not associated
to the recommendation that a respondant may give to a close relative to get
treatment at BHC (p=0.054>0.05). Moreover, 84.4% think that they have been
treated safely. There is a significant link between the satisfaction and safety
treatments (p=0.037<0.05). The respondants estimate at 34.4% the
infrastructures good; 32.8% judge them partly good; 17.2% think they are very
good. Latrines are thought to be hygienic at 67.2%. There is a very significant
association between satisfaction and latrines (p=0.000<0.05). Bedding is
said to be suitable at 50%, against 32.8% who think it is not suitable. The
satisfaction is function of bedding (p=0.047<0.05). All the respondants
think that hygienic conditions are acceptable. Let us add that key informants
think that patients appreciate service provided they benefit from.
As for social support, 82.8% of respondants think that the
personnel is welcoming or friendly. The satisfaction is function of welcome
(p=0.031<0.05). A great number, or 82.8% accept that they are treated with
dignity. There is a significant link between satisfaction and dignity of
treatments (p=0.031<0.05). More than the half, or 67.2% declare that there
is collaboration between their close relatives and nurses. The degree of
satisfaction is significantly influenced by collaboration between close
relatives and nurses (0.002<0.05). The majority, or 84.4% acknowledge that
they have an easy talk to nurses. The satisfaction is significantly function of
the facility to talk to nurses (p=0.037<0.05). Moreover, 67.2% trust nurses.
There is, however, no existence of association between satisfaction and
confidence in service provided (p=0.226>0.05). The respondants say at 48.4%
that nurses clearly explained to them the results of exams, against 34.4% who
affirm that these explanations have not been clear. The degree of satisfaction
has not any link with clarity of explanations about exams (p=0.632>0.05).
Besides, 51.6% confirm that when they call for nurse, the
wait time is of at least 5 minutes, and of 6 to 10 minutes for 31.3% the degree
of satisfaction is considerable influenced by the waiting time
(p=0.004<0.05); 67.2% find the period reasonable. The degree of satisfaction
is linked to time during which a patient waits for a nurse (p=0.000<0.05).
About rendez-vous, 67.2% of respondants declare that they are respected. The
degree of satisfaction is function of respect of rendez-vous (0.000<0.05).
Nurses manage to prevent affirmation by 65.6% of respondants about undesirable
effects of medicaments. The degree of satisfaction depends on the fact that
they have been prevented from undesirable effects of medicaments
(p=0.047<0.05). About warning signs, 82.8% got explanations about them. The
degree of satisfaction depends significantly on explanations about warning
signs watch (p=0.031<0.05).
In connection with other patients, 34.4% appreciate that
their relationships are very good, 34.4% others, that they are good.
Considering those who think the relationships with the other patients
«very good» and «good», we can agree that users appreciate
positively their interpersonal relations. The degree of satisfaction does not
depend on relation with other patients (p=0.134>0.05). It is necessary to
add that according to nurses, patients have a positive appreciation of the
social support they benefit from.
Taking into account the point of view of the four
interviewees nurses about the understanding users have on social support they
benefit from BHC, it emerges from this that the personnel think patients
appreciate positively the social support, seeing the fact that there is
collaboration between nurses and patients.
Concerning the mode of invoicing, 96.9% declare that medical
orders are even served within BHC. There is not any association between the
degree of satisfaction and the fact that medical orders are served within the
hospital (p=0,584>0.05). Participants in the investigation estimate at 82.8%
invoicing affordable. The degree of satisfaction depends on the appreciation of
invoicing. The degree of satisfaction is significantly influenced by the
personality of invoicing (p=0.031<0.05).
The findings prove that 51.6% say that they paid the
guarantee, against 48.4% who did not pay it. The degree of satisfaction has no
link with the guarantee (p=0.388>0.05). The respondants who have paid the
guarantee judge it at 66.7% less humane, where as 33.3% estimate it normal. The
degree of satisfaction significantly depends on the guarantee (p=0.004<0.5).
The key informants acknowledge that most of patients find that invoicing is not
equal to their task.
Given what precedes, we recommend what follows:
- To BHC, to increase the number of bed sheets that
patients have to use, given that their number is not sufficient, and to improve
hygienic conditions, particularly in orthopedics in order to decrease bad and
nauseous smell;
- To users of BHC, to maintain hygienic conditions
within BHC;
- To ULPGL and other researchers, to deepen
investigation which can help health institution managers to improve treatments
and consequently, satisfaction of users.
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