Měření spokojenosti pacientů s ordinací praktického lékaře

Abstract

The aim of the thesis was to find out the patients satisfaction with the surgery of a general practitioner. The partial aims were the findings of reasons of satisfaction or dissatisfaction, proposing improvements of the waiting room, finding out the reasons for using the surgery. The theory deals with marketing services, marketing in health care and the customer satisfaction. The metodological part brings the analysis of the questioning results. This was done on the sample of 102 respondents in the waiting room of the analyzed surgery. The data analysis was run by programmes SPSS and MS Excel. The most frequent reasons to visit the surgery are acute illnesses and preventive health checks. Overall satisfaction with the surgery was found to be 90%. The most frequent suggestions from respondents are getting radio recievers, Wi-Fi or daily press and magazines in the waiting room. Based on the research results it is possible to respond to requests of patients and to increase the overall satisfaction with the surgery and the services. The theses contains concrete proposals for improvement including the financial demands.