Vpiv komunikacije na zadovoljstvo pacientov

Petelinšek, Klavdija

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Title:	Vpiv komunikacije na zadovoljstvo pacientov
Authors:	ID Petelinšek, Klavdija (Author) ID DONIK, BARBARA (Mentor) More about this mentor... ID Pajnkihar, Majda (Comentor)
Files:	VS_Petelinsek_Klavdija_2014.pdf (1,39 MB) MD5: 390D29AD4A0667DB00373D2A6D1C99E2
Language:	Slovenian
Work type:	Bachelor thesis/paper
Typology:	2.11 - Undergraduate Thesis
Organization:	FZV - Faculty of Health Sciences
Abstract:	Izhodišča: Vsi zaposleni v zdravstveni negi bi se morali vsakodnevno zavedati verbalne in predvsem neverbalne komunikacije. Velikokrat nismo pozorni, kakšen obraz pokažemo zraven izrečenih besed, pacient pa v večini primerov opazi prav to. Prav tako premalo pozornosti posvetimo ostalim oblikam komunikacije, kot sta telefonski pogovor, ki je velikokrat prvi stik pacienta z ambulanto, ali pa v zadnjem času tudi vse pogosteje elektronska pošta. Metodologija: V empiričnem delu diplomskega dela smo s kvantitativno metodologijo raziskovanja s pomočjo anketnega vprašalnika izvedli raziskavo z namenom, da bi ugotovili vpliv komunikacije zaposlenih na zadovoljstvo pacientov. Anketni vprašalnik je vseboval vprašanja o zadovoljstvu pacientov s komunikacijo zaposlenih v Zdravstvenem domu Lenart in je bil namenjen pacientom splošnih, zobnih in ginekoloških ambulante. Želeli smo ugotoviti, ali zaposleni v zdravstveni negi upoštevajo zasebnost pacientov ob komunikaciji z njimi in ali so pacienti pozorni na njihovo neverbalno komunikacijo. S postavljeno hipotezo smo želeli dokazati, da sta ustrezna komunikacija zaposlenih v zdravstveni negi in zadovoljstvo pacientov pozitivno povezana. Rezultati: Ugotovili smo, da pacientom največ pomeni prav prvi stik z medicinsko sestro. Prav tako smo ugotovili, da je 54 (45 %) anketiranih bilo deležnih zasebnosti ob pogovoru. Pacienti pozorno spremljajo in ocenjujejo neverbalno komunikacijo medicinske sestre in jim veliko pomenijo njen nasmeh, stisk roke in prijazen pozdrav. Ta odgovor je potrdilo 32 (80 %) anketiranih splošnih ambulant, 35 (87,5 %) anketiranih zobnih ambulant in 30 (75 %) anketirank ginekološke ambulante. Zaključek: Iz raziskave je razvidno, da je dobra komunikacija pogoj za pozitiven odnos med pacientom in zaposlenimi v zdravstveni negi; zelo veliko jim še pomenijo stisk roke, prijazen pogled ter da jih medicinska sestra posluša in jim med obiskom nameni pozornost in spoštovanje.
Keywords:	medicinska sestra, pacient, neverbalna in verbalna komunikacija
Place of publishing:	Maribor
Publisher:	[K. Petelinšek]
Year of publishing:	2014
PID:	20.500.12556/DKUM-43395
UDC:	614.2(043.2)
COBISS.SI-ID:	1997988
NUK URN:	URN:SI:UM:DK:07RYE5ML
Publication date in DKUM:	02.04.2014
Views:	4472
Downloads:	1138
Metadata:
Categories:	FZV
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Secondary language

Language:	English
Title:	THE IMPACT OF COMMUNICATION ON PATIENT SATISFACTION
Abstract:	Introduction: All employees of health Care should be aware of the daily verbal and non-verbal communication in particular. Many times we are not aware, what king of face we show next to the spoken words, while the patient in most cases notices right that. We also devote too little attention to other forms of communication, such as telephone conversation, which is often the first contact of the patient with the clinic or, more recently, more and more e-mail. Methodology: In the empirical part of the thesis, we have used quantitative research methodology to conduct a survey, to determine the impact of communication of employees on the statisfacton of the pactiens, with the help of a questionnaire. The questionar included questions on patients satisfaction with communication between employees in the health center Lenart and was aimed at patients of overall, dental and gynecological clinics in health center Lenart. We wanted to find out if employees take into account the privacy of the patients when they are communicating with them and if the pacients pay attention to the nonverbal communication of employees in health care. With the hypothesis we wanted to demonstrate that adequate communication of employees in health care and patient satisfaction were positively related. Results: We found out that to pacients, the first contact with a nurse means the most. We also found that 54 (45%) surveyed had privacy while having a conversation with a nurse. We found, that to a patient a smile, handshake and a friendly greeting, as 32 (80%) surveyed from the general clinic 35 (87, 5%) surveyed from dental clinics and 30 (75%) surveyed from gynecological clinic carefully monitor and evaluate non-verbal communication of the nurse. Discussion: The study shows that good communication is a condition for a positive relationship between patients and employees in nursing and that a handshake and that the nurse listens to them during a visit, pays attention to them and gives them the proper respect mean a lot to them.
Keywords:	nurse, nonverbal communication, patient, verbal communication

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