ZADOVOLJSTVO PACIJENATA/ICA KAO INDIKATOR PRAVA NA ZDRAVLJE
PATIENT SATISFACTION AS AN INDICATOR OF THE RIGHT TO HEALTH

Summary/Abstract: There are different types of studies in the world that study patient satisfaction with health care services. The conclusion of these studies is that patient satisfaction affects the management of health services as well as the behavior of health workers. Indeed, patient satisfaction studies enable the integration of patients' perspectives into the functioning of the health sector. It also affects the recognition of problems and difficulties that patients face in exercising their right to health services, as well as deficiencies in the quality of health care. The purpose of this research was to determine the degree of patient satisfaction with the health care system, services and the approach of health professionals in the process of demand and realization of health care. The Institute for Public Health of the Central Bosnian Canton conducted the research with the help of an online questionnaire consisting of 16 questions, which related to the current state of health of the respondents, the reasons for using health services, the attitudes of health professionals towards the respondents and the perception of satisfaction with the health care system. The number of voluntary respondents from the territory of the Federation of Bosnia and Herzegovina who participated in the research is 182. 34.3% of respondents rated their current state of health as very good, 21% as good, and 7.2% as bad. Most respondents (66.3%) use health services several times a year, while 16.6% of them seek services every month due to chronic illnesses. 35.6% of respondents wait 10-30 minutes for the requested health service, 23.3% wait 30-60 minutes, and 11.1% of them waited more than 2 hours for the last requested health service. 53.8% of respondents state that the doctor's attitude towards them is kind and professional, while 39.6% of them describe that attitude as disinterested and superficial. The attitude of other health professionals is polite and professional in 51.1% of respondents, and hurt and disinterested in 41.2%. Most respondents (41.2) feel partially safe in health care facilities, while 25.4% of them feel unsafe. In 46.5% of cases, respondents rated the general satisfaction with the FBiH healthcare system as partial satisfaction, 41.2% of respondents were not satisfied at all, and 13.2% of them were extremely satisfied with the healthcare system.

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