Rasa Stundžienė


The research was being carried out from August to November in  2010, in Šeškinė Health centre. 400 questionnaires had been handed out, 358 of them were returned and acknowledged as suitable for data analysis (reply frequency – 89,5 %). Registry staff, during patient registration, provided them with a questionnaire, which later on was filled in and returned after a patient visit to the doctor. A twenty-question questionnaire made by the author was used to survey the respondents and it reflected such data as the demographical data of respondents, the frequency of respondent visits to the health centre, time spent on both phone registration and live registration in the registry office, respondent satisfaction with the registry staff work, suggestions related to registration.  Statistical data analysis was carried out by the help of  statistical analysis SPSS for Windows 17.0 v. software package.
It was identified that clients usually arrive at Šeškinė Health centre in a car (43,4 %) or on foot (40,3 %). Only 16,3 % account for the  respondents using public transport. It was noticed that the older the patients get, the more frequently they visit the health centre. 140 respondents, (39,1 %) of all replied, indicate that they usually register to the doctor by phone. A third of all patients (29,9 %)  take the chance to register to the doctor online. Older patients register themselves by phone or arrive at  the registry office. Most respondents who want to see a FP or a children‘s doctor are appointed the meeting on the same day or within 1-3 days, while the appointments to doctors – consultants are in 2-3 weeks.
Assessing the time spent in the registry office, most respondents  (87,2 %) indicated having spent up to 10 minutes. Phone registration might have taken up to 5 min. Most patients assessed the registry staff work as well done. Only 1,6 % of respondents assessed the staff work negatively. Older patients and patients with lower education are significantly more satisfied with the registry services than younger respondents or the ones with higher education.

Keyword(s): patient satisfaction, patient opinion, registration services.
DOI: 10.5200/179
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