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Patients as Customers. A Comparative Study on Patient's Satisfaction in Private and Public Medical Practice

Autor práce: Lebedeva, Yuliya
Typ práce: Diplomová práce
Vedoucí práce: Štěrbová, Ludmila
Osoba oponující práci: Fidler, Armin

Informace o vysokoškolské kvalifikační práci

Název práce: Patients as Customers. A Comparative Study on Patient's Satisfaction in Private and Public Medical Practice
Typ práce: Master thesis
Jazyk práce: English
Abstrakt: The research paper is analysing patients as customers and compares patient satisfaction in public and private medical practices. Previous Austrian hospital efficiency studies date back to the 1990s, thus this thesis aims to address the situation as it is nowadays. The area of patient satisfaction is of particular interest to the healthcare sector in the view of its association with increased financial gains, improved patients’ compliance with treatment, the prospect of coming back again, reduced employee turnover and decreased malpractice claims. The primary study objectives encompass assessing the level of patient satisfaction towards the healthcare services provided in the public and private hospitals, correlate the levels of patient satisfaction with the focal points of the HEALTHQUAL model laid down in the questionnaire, and to compare and critically analyse patient satisfaction between the two institutions. Moreover, the study correlates its primary findings with patients’ socio-demographic variables, namely age, gender, education level. Primary research was conducted by disseminating structured questionnaires in the public and the private hospital, constituting of the 14 statements to be evaluated on a 5-point Likert scale and 3 questions on the socio-demographic background. The results were presented by using frequency, percentage, minimum and maximum, mean, standard deviation as well as the Spearman’s rs coefficient being applied to detect correlations between the findings present, if any. The findings of the primary data were analysed alongside the literature review. Given research revealed no apparent differences in patient perceptions of the total quality service and confirmed the major determinant being patient expectations. Moreover, no strong correlation has been identified between the patient satisfaction levels and the socio-demographic variables, except for gender – female patients appeared to be less satisfied with the medical services provided than male patients. The analysis of the research findings and conclusion allowed the author to recommend both healthcare institutions to improve certain aspects of the healthcare services provided, suggest the private hospital to re-evaluate its strategy keeping patient expectations in mind, as well as provide some recommendations for future research.
Klíčová slova: Patient satisfaction; Austria; Private and Public Healthcare Institution

Informace o studiu

Studijní program a Studijní obor: Mezinárodní ekonomické vztahy/International Business - Central European Business Realities
Typ studijního programu: Magisterský navazující studijní program
Jméno přidělované hodnosti: Ing.
Instituce přidělující hodnost: University of Economics, Prague
Název fakulty: Faculty of International Relations
Název katedry: Department of International Trade
Instituce archivující a zpřístupňující VŠKP: University of Economics, Prague

Informace o odevzdání a obhajobě

Datum zadání práce: 12. 5. 2017
Datum podání práce: 24. 9. 2018
Datum obhajoby: 25.09.2018
Výsledek obhajoby: Závěrečná práce byla úspěšně obhájena

Soubory ke stažení

Hlavní práce62120_leby01.pdf [1,32 MB]
Oponentura55809_Fidler.pdf [269,51 kB]
Hodnocení vedoucího62120_sterbovl.pdf [61,00 kB]

Údaje ze systému InSIS

Identifikátor https://insis.vse.cz/zp/62120/podrobnosti