Jonas Kairys, Renata Šturienė, Miglė Lamanauskaitė


The survey was conducted in December 2014 to January 2015. The survey included respondents over 18 years old. A questionnaire was handed to every tenth newly arrived patient. 450 questionnaires were distributed, and 442 questionnaires were returned completed (feedback rate of 98.2 %). The majority of respondents involved in the survey (61.2 %) with higher/incomplete higher education, in contrast to those with incomplete secondary education (1.8 %), stated that they were satisfied with the work of the reception desk of the Public Institution Šeškinė Outpatient Clinic (hereinafter – Outpatient Clinic). A larger share of professionals and white-collar workers than those unemployed, and respondents with higher-level incomes in contrast to those from lower income backgrounds, said that organisation of work and service level had improved at the Outpatient Clinic over the last two years. Majority of respondents (39.6 %) stated that waiting time for consultation with a general practitioner spanned from 1 to 5 days, 48.1 % of the top level managers said that they had to wait for consultation with an oculist longer than 30 days. Mostly professionals and white-collar workers (58.3 %) said that waiting time for appointment with a neurologist was 21 to 30 days, while majority of pensioners (63.6 %) stated that it normally took more than 30 days to wait for a visit to a neurologist. Majority of respondents with income level between 1001 and 1500 Litas said that waiting time for a consultation with a cardiologist was 11 to 20 days, the least share of those stating so were among respondents with income level below 500 LT. The survey showed that individuals with a lower education level than higher/incomplete higher education approached the Clinic management about the issues relating to communication with the staff 2,04 times more frequently (OR=2,40; PI 95%= 1,27-4,56; p=0,003). 64.3 percent of respondents stated that the Outpatient Clinic gave them reminder of a planned appointment via SMS text message. More than half of respondents participating in the survey (55.6 %) said that the Outpatient Clinic gave them a reminder message about preventive programmes.

Keyword(s): patient satisfaction; primary health care; access to health care; quality of health care
DOI: 10.5200/sm-hs.2015.091
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