Patients’ quality assessment of ambulatory obstetric and gynaecological services

Bojar I, Wdowiak L, Ostrowski T

Abstract

Purpose: The quality could be assessed from two perspectives: internal and external. From the internal perspective the quality means being consistent with particular conditions and standards. The external perspective is based on relative assessment of the product made by a client who is also aware of other competitors’ offer. Despite the professional assessment which is focused on providing health services according to medical and managerial correctness, patient’s assessment is also relevant. Measuring patient’s satisfaction is additional method of health services quality assessment.
The aim of the study was to estimate patients’ opinion on quality of ambulatory obstetric and gynaecological services.
Material and methods: The study was conducted in 11 obstetric and gynaecological out-patient clinics of Lublin in September and October 2003. The study tool was an author’s questionnaire. Patients were asked to assess such areas as registration before visit, their relationship with nurses and gynaecologists and other aspects of services provision like intimacy assurance and respecting Patient’s Rights. The collected data was statistically analysed.
Results: 635 patients took part in the study. The biggest groups in the studied population were women at the age of 20-30 years, married, living in cities and secondary educated. It was found that around half of the population is satisfied and 2.2% of them are unsatisfied with the fact that they have chosen particular out-patient clinic. More than 70% of women had positive opinion of following aspects influancing general opinion about service quality: politness of reception desk staff, opening hours, the length of time before a patient is seen by the specialist, intimacy assurance and respect for Patient’s Rights in the practice. 80% of patients were satisfied with the relationship with nurses and 3.3% were unsatisfied with it. Eight patients out of ten were satisfied with gynaecological care, less than 2% were unsatisfied. The studied women had also high opinion of the course of visit. More than 90% of studied patients trust their gynaecologists. 
Conclusions: More satisfied with the services provided by the obstetric and gynaecological out-patient clinics were women living in cities than in villages and those visiting nonpublic than public practices. 

Key words: 	quality assessment, obstetric and gynaecological services, patient’s satisfaction.