OЦЕНКИ И ОЧАКВАНИЯ НА ПАЦИЕНТИТЕ И ПЕРСОНАЛА НА БОЛНИЦА ЗА СПЕШНА ПОМОЩ ЗА ДОСТЪП, ТЕХНИЧЕСКО И ИНФОРМАЦИОННО ОБЕЗПЕЧАВАНЕ
ASSESSMENT AND EXPPECTATIONS OF PATIENTS AND STAFF OF THE EMERGENCY HOSPITAL REGARDING ACCESS, TECHNICAL AND INFORMATION PROVISION

Summary/Abstract: The COVID 19 pandemic has subjected the emergency care system to additional challenges and forced a reorganization in the structures and operations of medical facilities, exposing their shortcomings. Objective: To study the opinion and assessment of patients and workers in Bulgaria's only emergency hospital regarding access (time to service), technical and technological provision of the diagnostic-treatment process, digitalization and administrative service in the period after the COVID 19 pandemic. Methods: The present work presents a survey of the opinion of 1041 people (572 staff and 469 patients) at the Pirogov University Multidisciplinary Hospital for Active Treatment and Emergency Medicine in Sofia. The respondents were surveyed in the period March-April 2023. Nominal and ordinal measurement scales were used, which necessitates the application of chi-square analysis in the study of dependencies. To assess the strength of dependence of the answers to a pair of questions, in cases where it is statistically significant, the Cramer's coefficient (Cramer's V) was also applied, since it is normalized in the range from 0 to 1. The processing of the surveys was carried out with the software package SPSS. Staff and patient responses were compared. Result: There was a moderately strong statistically significant association between the type of respondents and their estimate of patient service time (χ^2 (3) = 122.842; p=0.000; Cramer's V=0.345). Patients were more likely than hospital staff to choose the ratings of "excellent" and "good", while the harsher ratings of "fair" and "unsatisfactory" were more preferred overall by hospital staff more critical in their judgement. For patients, 91.0% of respondents to this question chose overall ratings of "excellent" or "good". For hospital staff, this percentage was 65.3%. Conclusion: The requirements, criteria and expectations of those working in the medical institution for equipment, technological provision, including digital provision to improve the diagnostic and treatment process and its administration, are much higher than the assessment of the users of their care. The discrepancy is particularly pronounced in the final grades of excellent and unsatisfactory. Excellent evaluation is given by 32% of patients and only 14% of workers about the degree of technical provision and technological equipment. On the contrary, unsatisfactory was the assessment of 9% of workers and only 2% of patients.

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