Introduction: The satisfaction of patients is an important outcome of health care, which is determined by the quality of communication, interpersonal relationships and organisation of work. The satisfaction of patients contributes to better reputation of the radiological department as well as health institution. The more patients are satisfied, the more can radiographers be satisfied with their work. Purpose: The purpose of the master thesis is to determine the level of satisfaction of patients at Radiological department of the General Hospital Slovenj Gradec, and to identify the factors that affect the satisfaction of patients in two fields of operating: magnetic resonance (MR) and computer tomography (CT). Methods: For the theoretical part, we analysed Slovenian and foreign professional literature, and for empirical part, we used the quantitative method. With survey questionnaire, we collected the opinions of patients and statistically analysed the data with descriptive statistics, Cronbach’s alpha, correlation coefficient, nonparametric t-test, linear and multiple regression analysis. Results: The survey was answered by 140 respondents, 47,1 % of men and 52,9 % of women. Average age of respondents is 53. The majority of them (49,3 %) finished secondary school. When examining the relationships between patients’ overall satisfaction with the various variables of the radiological department, we discovered a strong correlation with ˝communication˝ and radiographer’s attitude. Less strong is the relationship with the waiting-room, waiting time, waiting period and education. Patient’s health condition, sex and age are not connected to the satisfaction of the patient. When every studied factor is included in the model of multiple linear regression analysis, results show that the satisfaction of patients is in majority impacted by communication (β = 0,461, p < 0,01), attitude of radiographer (β = 0,256, p < 0,05) and waiting time in the waiting-room (β = -0,136, p < 0,05). Discussion and conclusion: Respondents of the survey have assessed the CT and MR diagnostics with a high grade of satisfaction with health treatment (above 4 on a scale of 1 to 5). Average opinion of patients on the work of radiographers at CT and MR diagnostics is genuinely high. The results reveal that patients are satisfied with the work of radiographers. We can conclude that satisfaction of patients consists of patient’s point of view and needs, and of constant improvements of the relationship between a radiographer and a patient.
Our research is one of the first on the satisfaction of patients with the work of radiographers in Slovenia. Therefore, we recommend expanding the measuring of satisfaction to other diagnostics of the radiological department of the General Hospital Slovenj Gradec. We also recommend similar studies in radiological departments elsewhere in Slovenia in order to understand patients wishes and needs, and to adjust the work appropriately.
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