Analýza spokojenosti pacientů s ambulantní lékařskou péčí

Abstract

Bachelor's thesis is focused on measuring patient satisfaction with outpatient medical care using marketing research tool. The aim was to determine how patients perceive the private doctor services. What are the differences in satisfaction between the groups from a big city and from a small town including the countryside and what factors have a major influence in choosing a doctor. In the beginning I worked on the characteristics of gynecology and its position among other disciplines and I briefly defined what type of work it involves. I studied the situation in the field of both the personnel and the performance site and mentioned the example of integration into the Health concept of the he Moravian-Silesian region and I described a private medical ambulance . In the theoretical part I deal with the services sector, measurement of satisfaction in services and marketing research in services. The practical part included an assessment of research that was conducted through a questionnaire which contained 16 questions. After analyzing the data based on the results I found what is the satisfaction. After it I proposed possible solutions and recommendations that should lead to higher satisfaction. I found what are the main factors that affect patient´s decision in choosing a doctor. In examining differences between patients from the big city and the small town including the countryside I stumbled upon it, that in nearly all cases, two extremes represented by these groups have appeared even when one group does not behave identically with the second.