| Abstract [eng] |
For some time more and more attention is paid to quality of health care service. To improve health of the population is possible not only taking care of state of its health, but increasing efficiency of health system, ensuring justice and equality of health relations, satisfying needs of patients and securing health service quality. Patients and doctors themselves’ opinion is very important, fixing difficulties, that might in one or another way influence the search of the highest degree of services at health care institutions. Aim of the study – to evaluate quality of provided services of Vilnius “Antakalnis Stomotology Centre” Ltd in the attitude of patients and the staff. Objectives: 1. To describe general conception of quality in a health care and odontology care, survey the main acts which regulate quality of health care service in Lithuania. 2. To examine and compare staff and patients attitude to quality of provided services and identify the essential problems, related to quality of services at the institution. 3. To propose practical recommendations how to improve quality of health care services at a dental clinic. Methods of research. The survey of the clinics patients and the staff was held in 2008 July. Two questioners were constructed for the research: one for the medical workers and another one for patients. The received data was processed and analysed using the packet of statistic data analyses “SPSS 13.0“ and “MS Excel“ programme. Results and conclusions. 1. Evaluating the system of odontological care and its provided quality of service in the attitude to the law acts, it was noticed that the quality of activity of odontological care institutions and quality of afforded services are not controlled systematically, there is no unique system of activity and system of quality service index, and the security of quality is carried out only via the control of professional doctors – odontologists’ and other dental care specialists’ development. 2. There was examined the attitude of medical workers and patients to the health services provided by the organization; there was identified the essential problems: a) the general quality of services of “Antakalnis Stomotology Centre” Ltd is evaluated favourably by patients and medical staff; b) every worker evaluates his/her individual work more critically comparing to the generally provided services at clinic; c) hardly half of medical staff offer the recommendations to improve the quality of clinic’s service’, although they do not estimate their activity perfectly; d) workers should get more inducement directly from their employers to work better: most of the medical workers who participated in the research partly feel or do not feel encouragement from the side of the head; e) evaluation of inter-personal relations between patients and medical workers showed that both staff members and patients pay attention to similar things. Nevertheless, some aspects of the inter-personal communication were evaluated less benevolently both of the medical personnel and the patients, i.e., interval of committed time during the visit that was appointed by the doctor, the doctor’s ability to listen to a patient thoroughly and closely, besides, the patients were most critically evaluating behaviour of a doctor’s assistant; f) data of the availability of institution in organizational aspect showed that patients’ opinion about the working time of the organization, possibility to contact with the clinic on telephone, allotment of urgent help were favourable. In patients’ opinion, the term of registration to the clinic’s specialists is long: more than one third of patients waited for appointment more than ten days; this term of registration were evaluated as a very bad or bad experience. 3. Comparing attitudes of the staff and patients, tendency was cleared out that medical workers, being specialists of their sphere, evaluated some of the service quality aspects more critically than patients. Recommendations. In the aspect of the country: to delegate security of odontological care quality, coordination and estimation for one institution – the Odontologists’ palace of the Republic of Lithuania. In the level of organization: to arrange strategic activity plan of the institution, arrange the qualification development plan of medical workers and their motivation system; do not limit only with estimations of attitude of patients or medical workers, but create a complex view to quality of presented services and possibilities to improve it. |
