American Journal of Advances in Nursing Research

AN INVESTIGATION OF THE SATISFACTION LEVELS OF USERS OF THE HEALTH SERVICES IN NORTHERN GREECE

Dimitra Palitzika, Maria Lavdaniti, Maria Giapountzi, Kostas Athanasakis

maria_lavdaniti@yahoo.gr

satisfaction, Health services, Greece.

Aim: The purpose of this project is to investigate the degree of patient satisfaction and analyze the factors that influence it. The investigation is based on data selected hospitals in Northern Greece. Objectives: This research was conducted in order to examine the perspective of patients in the examined hospitals in a major city in Northern Greece, in terms of satisfaction, also consider the level of provision of health services in these health institutions, also to analyze the satisfaction of patients with the care provided. Materials and Methods: This research was based on data collected at four hospitals in the 3rd Health Region during the period May 2011 - March 2012. Results: Data for a range of patients were recorded. Their age ranged from 0.1 to 97 years, were of both sexes (with slightly greater representation of women) and varying educational levels, from elementary to graduate with tertiary education. Although the vast majority of patients were of Greek nationality, a sufficient number of them came from other countries. Finally, they belonged to a variety of public and private insurers. Patients were satisfied by nursing and medical staff and especially the gentle and discreet behavior. The quietness at night and early help using bath and duck were points that were evaluated positively by participants, but less than other aspects of nursing, such as the cleanliness of the rooms and bathrooms and timely help after call. Conclusions: Overall, patients and their relatives felt positive or very positive impact on satisfaction with health services. There is a great need for further research in order to identify the factors affected patients’ satisfaction.