•  
  •  
 

Translated Title

Analysis of the Causes of Dissatisfaction of Slovenian Patients with Non-Medical Components of Health Care Services

Please Note:

This article is in Slovenian.

Ključne besede

services, healthcare, quality in healthcare, patients' dissatisfaction, netnography

Keywords

storitve, zdravstvo, kakovost v zdravstvu, nezadovoljstvo pacientov, netnografija

Povzetek

Raziskovanje vzrokov za nezadovoljstvo pacientov lahko izvajalcem zdravstvenih storitev omogoča vpogled v pomanjkljivosti njihovih storitev in hkrati predstavlja smiselno iztočnico za izboljšanje kakovosti. V članku s pomočjo kvalitativne metode netnografije ugotavljamo bistvene vzroke za nezadovoljstvo slovenskih pacientov z nemedicinskim vidikom zdravstvenih storitev in na podlagi rezultatov opozorimo na tista nemedicinska področja zdravstvenih storitev, na katerih je v prihodnje mogoče izboljšati kakovost zdravstvenih storitev z vidika zadovoljstva pacientov. Na podlagi vsebinske analize spletnih forumov ugotavljamo, da so najpogostejši razlogi za nezadovoljstvo s slovenskim zdravstvom naslednji: neprijazna komunikacija zdravstvenega osebja, pomanjkanje empatije v odnosu zdravstvenega osebja, predolgo čakanje pacienta na zdravstveno obravnavo v čakalnici, predolga čakalna doba za obisk zdravnika, neučinkovita organizacija zdravstvene obravnave, pomanjkljiva doslednost in način informiranja pacienta. Raziskava tudi opozori na pomembno vlogo spletnih skupnosti pri raziskovanju nezadovoljstva pacientov in prikaže prednosti in omejitve uporabe metode netnografije.

Abstract

Exploring the causes of patient dissatisfaction can inform healthcare providers about the drawbacks of their services while providing a meaningful outcome to improve quality. In this article, using the qualitative method of netography, we identify the main causes of Slovenian patients' dissatisfaction with the non-medical components of healthcare services and, based on the results, identify those non-medical areas of healthcare services that can be improved in the future in terms of the quality of healthcare services from the perspective of patient satisfaction. Based on the content analysis of online forums, we find that the most common reasons for dissatisfaction with the Slovenian healthcare system are: unfriendly communication of healthcare staff, lack of empathy in the behaviour of healthcare staff, too long waiting times for patients in the waiting room, too long waiting times for a doctor's visit, ineffective organization of medical treatment, poor consistency and method of patient information. The research also points to the important role of the online community in exploring patient dissatisfaction and highlights the advantages and limitations of the netography method.

Download

Share

COinS