Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities
Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities

Summary/Abstract: The aim of the presented research was to analyse the relationship between assessments regardingthe perception of elements of organisation and communication of a healthcare entity and the ageof patients. The work focused on non-medical benefits for the patient, which may influence theirsatisfaction and the choices they make. The main rationale justifying the need to conduct researchwas the desire to verify patients’ perceptions, which was expressed as the degree of satisfaction withthe clinic’s services. Two aspects were examined: work organisation and communication betweenthe clinic and the patient.The research was conducted in medical facilities in the city of Częstochowa among patientscurrently using ambulatory medical care. The test groups were divided depending on the age ofthe respondents. In order to obtain data, an original survey questionnaire was used. The followingresearch hypotheses were formulated: (H1) age of respondents influences perceptions of elementsof the clinic’s work organisation; (H2) age of respondents influences perceptions of elements ofthe clinic’s communication with patients; (H3) satisfaction with the healthcare entity’s services (interms of organisation and communication) increases with patient age. The basis for formulatingthe hypotheses was a review of research on social inequalities, inequalities in access to healthcareand patient satisfaction studies. In order to verify the hypotheses, statistical methods were used: theMann-Whitney U test and Spearman’s rank correlation coefficient. Calculations were made usingthe Statistica software.The obtained results confirmed the validity of all hypotheses. The Mann-Whitney testconfirmed that the age of respondents significantly affects the assessment of work organisationand communication between the clinic and the patient (H1 and H2). Furthermore, the obtainedSpearman correlation values confirmed that patient satisfaction with the clinic’s services increaseswith the patient’s age (H3).

• Details
• Contents