Patients Satisfaction for Gynecological Surgeries: A Study Comparing Patients’ and Caregivers’ Perspective
Typ
Examensarbete för masterexamen
Master's Thesis
Master's Thesis
Program
Quality and operations management (MPQOM), MSc
Publicerad
2024
Författare
Erhardsson, Viktoria
Skagerström, Amanda
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
Patient satisfaction is not always prioritized in Swedish healthcare since it belongs to
the public sector and is a non-profit organization. Neither is gynecological care the area
that is most prioritized and because of that, it is suffering. This study addresses the
department of gynecological care and their patients. The aim is to examine the
performance and importance of factors affecting patient satisfaction. By using both
quantitative and qualitative methods, a presentation of which factors are perceived to
be the most important with respect to patient satisfaction will be delivered.
Furthermore, an investigation of if there is a gap between the patients’ and caregivers’
perception will be carried out. The methods are based on the theories of Patient
Satisfaction Questionnaire-18 and the Analytic Hierarchy Process.
The empirical findings resulted in a high satisfaction for the current performance of the
gynecological care. Most patients seem to perceive the interpersonal manner
components as being beneficial for the gynecological flow. Four variables were found
to be the most crucial for both patients and caregivers to attain patient satisfaction in
the empirical research on whether there is a difference between the two groups. These
include respect, competency, listening to the patient, and providing care when
necessary. In other words, there was not much of a difference in the two groups'
assessments of what matters most for patient satisfaction. However, the results can be
used as a confirmation that the caregivers understand their patients well and the weight
of importance for the factors can be used as a guideline of what the caregivers need to
focus on to increase the patient satisfaction further. It serves as a foundation for
understanding patients in future strategic decisions in improvement work.
Beskrivning
Ämne/nyckelord
Healthcare , Patient Satisfaction , The Analytic Hierarchy Process , Gynecology , Patient Satisfaction Questionnaire-18