Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities
DOI:
https://doi.org/10.15584/nsawg.2023.3.6Keywords:
social inequalities, inequalities in access to healthcare, patient satisfaction, organisation and communication in healthcare entitiesAbstract
The aim of the presented research was to analyse the relationship between assessments regarding the perception of elements of organisation and communication of a healthcare entity and the age of patients. The work focused on non-medical benefits for the patient, which may influence their satisfaction and the choices they make. The main rationale justifying the need to conduct research was the desire to verify patients’ perceptions, which was expressed as the degree of satisfaction with the clinic’s services. Two aspects were examined: work organisation and communication between the clinic and the patient.
The research was conducted in medical facilities in the city of Częstochowa among patients currently using ambulatory medical care. The test groups were divided depending on the age of the respondents. In order to obtain data, an original survey questionnaire was used. The following research hypotheses were formulated: (H1) age of respondents influences perceptions of elements
of the clinic’s work organisation; (H2) age of respondents influences perceptions of elements of the clinic’s communication with patients; (H3) satisfaction with the healthcare entity’s services (in terms of organisation and communication) increases with patient age. The basis for formulating the hypotheses was a review of research on social inequalities, inequalities in access to healthcare
and patient satisfaction studies. In order to verify the hypotheses, statistical methods were used: the Mann-Whitney U test and Spearman’s rank correlation coefficient. Calculations were made using the Statistica software.
The obtained results confirmed the validity of all hypotheses. The Mann-Whitney test confirmed that the age of respondents significantly affects the assessment of work organisation and communication between the clinic and the patient (H1 and H2). Furthermore, the obtained Spearman correlation values confirmed that patient satisfaction with the clinic’s services increases
with the patient’s age (H3).
References
Abera, R. G., Abota, B. A., Legese, M. H., Negesso, A. E. (2017). Patient satisfaction with clinical laboratory services at Tikur Anbessa specialized hospital, Addis Ababa, Ethiopia. Patient Prefer Adherence, 11,1181–1188. DOI: 10.2147/PPA.S132397.
Achstetter, K., Köppen, J., Hengel, P., Blümel, M., Busse, R. (2022). Drivers of patient perceptions of health system responsiveness in Germany. The International Journal Health Planning and Management, 3.10.2022, 1–21. DOI: 10.1002/hpm.3570.
Bayo-Idowu, E., Fatima, S., Brenisin, K., Trumm, A., Wallang, P., Breen, K. (2023). Staff perceptions of patient inequalities in a UK secure mental healthcare setting. Equality, Diversity and Inclusion, 24.04.23. DOI: 10.1108/EDI-04-2022-0095.
Braimah, J. A., Appiah, J. O., Adei, D., Ofori-Amoah, J., Acquah Mensah, A., Agyemang-Duah, W. (2022). Effects of demographic and socio-economic factors on dissatisfaction with formal healthcare utilisation among older adults with very low incomes in Ghana. Cogent Public Health, 9(1), 1–12. DOI: 10.1080/27707571.2022.2108568.
Ferreira, P. L., Raposo, V., Tavares, A. I. (2020). Primary health care patient satisfaction: Explanatory factors and geographic characteristics. International Journal for Quality in Health Care, 32(2), 93–98. DOI: 10.1093/intqhc/mzz134.
Gonzalez, M. E. (2019). Improving customer satisfaction of a healthcare facility: reading the customers’ needs, Benchmarking. An International Journal, 26(3), 854–870. DOI: 10.1108/BIJ-01-2017-0007.
Gupta, N., Vrat, P., Ojha, R. (2022). Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach. Journal of Health Organization and Management, 36(5), 633–649. DOI: 10.1108/JHOM-06-2021-0222.
Hussain, A., Asif, M., Jameel, A., Hwang, J. (2019). Measuring OPD Patient Satisfaction with Dierent Service Delivery Aspects at Public Hospitals in Pakistan. International Journal of Environmental Research and Public Health, 16(13), 2340. DOI: 10.3390/ijerph16132340.
Lagrosen, Y., Lagrosen, S. (2020). Gender, quality and health – a study of Swedish secondary school teachers. International Journal of Workplace Health Management, 13(2), 223–238. DOI: 10.1108/IJWHM-09-2018-0125.
Lee, P., Khong, P., Ghista, D.N. (2006). Impact of deficient healthcare service quality. The TQM Magazine, 18(6), 563–571. DOI: 10.1108/09544780610707075.
Manzoor, F., Wei, L., Hussain, A., Asif, M., Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 3318. DOI: 10.3390/ijerph16183318.
Martínez, V. M. C., Ramírez-Orellana, A., Grasso, S. M. (2021). Health Investment Management and Healthcare Quality in the Public System: A Gender Perspective. International Journal of Environmental Research and Public Health, 18(5), 2304. DOI: 10.3390/ijerph18052304.
Padamata, K., Vangapandu, R. D. (2023). The assessment of quality of care in the Indian healthcare industry: the employees’ and patients’ perspectives. Benchmarking: An International Journal, 14.02.23. DOI: 10.1108/BIJ-10-2022-0617.
Pliszka, T. (2015). Nierówności społeczne a zagrożenia z nich wynikające. Nierówności Społeczne a Wzrost Gospodarczy, 6, 449–458.
Rahman, M. K., Bhuiyan, M. A., Zailani, S. (2021). Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals. Patient Preference and Adherence, 15, 2633–2646. DOI: 10.2147/PPA.S333595.
Shabbir, A., Malik, S. A., Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management, 33(5), 538–557. DOI: 10.1108/IJQRM-06-2014-00742016.
Sun, J., Hu, G., Ma, J., Chen, Y., Wu, L., Liu, Q., Hu, J., Livoti, C., Jiang, Y., Liu, Y. (2017). Consumer satisfaction with tertiary healthcare in China: Findings from the 2015 China National Patient Survey. International Journal for Quality in Health Care, 29(2), 213–221. DOI: 10.1093/intqhc/mzw160.
Tille, F., Röttger, J., Gibis, B., Busse, R., Kuhlmey, A., Schnitzer, S. (2019). Patients’ perceptions of health system responsiveness in ambulatory care in Germany. Patient Education and Counseling, 102(1), 162–171. DOI: 10.1016/j.pec.2018.08.020.
Yarimoglu, E., Ataman, G. (2021). How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas. Total Quality Management & Business Excellence, 33(1), 1–17. DOI: 10.1080/1478 3363.2021.1890576.
Yıldırım, Y., Amarat, M., Akbolat, M. (2022). Effect of relationship marketing on hospital loyalty: the mediating role of patient satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 16(3), 337–353. DOI: 10.1108/IJPHM-01-2021-0010.
Yoon, K., Lee, M. (2022). Comparative Analysis of Factors Affecting Quality of Commu¬nity-Based Care Services in Korea. International Journal of Environmental Research and Public Health, 19(8), 4641. DOI: 10.3390/ijerph19084641.
Vieira, I., Ferreira, D., Pedro, M. I. (2022). The satisfaction of healthcare consumers: analysis and comparison of different methodologies. International Transactions in Operational Research, 30(1), 545–571. DOI: 10.1111/itor.13098.
Williams, S. J., Myléus, A., Chatterji, S., Valentine, N. (2020). Health systems responsiveness among older adults: findings from the World Health Organization Study on global AGEing and adult health. Global of Public Health, 15(7), 999–1015. DOI: 10.1080/17441692.2020.1742365.
Wypych-Ślusarska, A., Głogowska-Ligus, J., Słowiński, J. (2019). Społeczne uwarunkowania nierówności w zdrowiu. Pielęgniarstwo i Zdrowie Publiczne, 9(3), 229–236. DOI: 10.17219/pzp/100468.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 University of Rzeszow
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
