Measuring satisfaction with health care services in an Athens pediatric hospital

Papagiannopoulou, V; Pierrakos, G; Sarris, M; Yfantopoulos, J

dc.contributor.author	Papagiannopoulou, V	en
dc.contributor.author	Pierrakos, G	en
dc.contributor.author	Sarris, M	en
dc.contributor.author	Yfantopoulos, J	en
dc.date.accessioned	2014-03-01T01:57:10Z
dc.date.available	2014-03-01T01:57:10Z
dc.date.issued	2008	en
dc.identifier.issn	11053992	en
dc.identifier.uri	https://dspace.lib.ntua.gr/xmlui/handle/123456789/28371
dc.relation.uri	http://www.scopus.com/inward/record.url?eid=2-s2.0-44349090917&partnerID=40&md5=abadfbc8d463ff53a684cc602755ca0e	en
dc.subject	Healthcare system	en
dc.subject	Medical services	en
dc.subject	Nursing services	en
dc.subject	Quality of services	en
dc.subject	Satisfaction	en
dc.subject.other	article	en
dc.subject.other	child	en
dc.subject.other	health personnel attitude	en
dc.subject.other	health service	en
dc.subject.other	hospital admission	en
dc.subject.other	hospital personnel management	en
dc.subject.other	hospital service	en
dc.subject.other	human	en
dc.subject.other	interview	en
dc.subject.other	medical service	en
dc.subject.other	medical staff	en
dc.subject.other	normal human	en
dc.subject.other	nursing	en
dc.subject.other	patient satisfaction	en
dc.subject.other	pediatric hospital	en
dc.subject.other	questionnaire	en
dc.subject.other	sampling	en
dc.title	Measuring satisfaction with health care services in an Athens pediatric hospital	en
heal.type	journalArticle	en
heal.publicationDate	2008	en
heal.abstract	OBJECTIVE: The measurement of patient satisfaction with the healthcare services provided by a pediatric hospital in Athens as reported by the children's escorts. METHOD: In order to measure the patients' satisfaction, a total of 1000 individuals were enrolled in the study, using a stratified sampling method. Specifically, children's escorts were asked to indicate their satisfaction with hospital admission procedures and the hospital personnel (medical, nursing, administrative). Satisfaction was measured with the usage of a five-level Likert scale in which one represented complete dissatisfaction and 5 complete satisfaction. An open question was also included in order to provide the wider view of the escorts about the hospital services. Questionnaires were filled out by personal interview, during the period January-March 2004. RESULTS: The response rate was estimated to be 70%. In total, 45.2% of the children's escorts were ""very to completely satisfied"" with the information provided by the hospital, and 49% were ""very satisfied"" with the hospital admission procedures, while 150 children's escorts were ""completely dissatisfied"". In addition, 54.3% of the children's escorts were ""very to completely satisfied"" with the politeness of the personnel, while 2.1% complained about the personnel's attitude. Medical services were rated with a mean value of 3.6, and nursing services with 3.4. In addition, 33.4% of the children's escorts were ""very satisfied"" with the politeness, 32.8% with the understanding and 32.1% with the services provided by administrative personnel. The hospital substructure was rated with a mean value of 2.4, while the majority of the children's escorts stated that the substructure needed to be renovated. CONCLUSIONS: The evaluation of hospital services revealed that children's escorts were more satisfied that they had expected to be. The hospital personnel, and specifically the medical and nursing services were highly rated, improving the general profile of the hospital. Conversely, the children's escorts' satisfaction was negatively affected by the hospital substructure. Copyright © Athens Medical Society.	en
heal.journalName	Archives of Hellenic Medicine	en
dc.identifier.volume	25	en
dc.identifier.issue	1	en
dc.identifier.spage	73	en
dc.identifier.epage	82	en