Procena kvaliteta neurohirurških usluga primenom SERVQUAL metode

  • Djula Djilvesi University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
  • Nebojša Lasica University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
  • Jagoš Golubović University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
  • Bojan Jelača University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
  • Nenad Simeunović University of Novi Sad, *Faculty of Medicine, ‡Faculty of Technical Sciences, Novi Sad, Serbia
  • Slavko Rakić University of Novi Sad, *Faculty of Medicine, ‡Faculty of Technical Sciences, Novi Sad, Serbia Tallin University of Technology, IT College, Tallinn, Estonia
DOI: https://doi.org/10.2298/VSP250804007D
Ključne reči: neurohirurgija;, bolesnik, zadovoljenje;, zdravstvena zaštita, ocena kvaliteta;, kičma, bolesti;, ankete i upitnici.

Sažetak


Uvod/Cilj. U eri brzih tehnoloških inovacija i rastućih očekivanja bolesnika, zdravstveni sistemi širom sveta suočavaju se sa potrebom za kontinuiranim unapređenjem kvaliteta usluga. Model Service Quality – SERVQUAL je validirani instrument za merenje kvaliteta usluge, koji se zasniva na poređenju očekivanja bolesnika sa njihovom percepcijom pružene usluge. Razlika (jaz) između ove dve mere procenjuje se primenom petostepene Likertove skale u okviru pet dimenzija: opipljivost, pouzdanost, odgovornost, sigurnost i empatiju. Cilj rada bio je da se izmere i uporede očekivanja i percepcije bolesnika podvrgnutih neurohirurškim uslugama, kao i da se ispita da li se veličina jaza razlikuje između SERVQUAL dimenzija. Metode. Studija je obuhvatila 60 bolesnika koji su operisani zbog degenerativnih bolesti lumbalne i cervikalne kičme na Klinici za neurohirurgiju Univerzitetskog kliničkog centra Vojvodine, Novi Sad, Srbija, u periodu od juna do septembra 2024. godine. Za prikupljanje podataka korišćen je modifikovani upitnik SERVQUAL. Podaci su prikupljani na prijemu i pre otpusta bolesnika. Podaci su analizirani primenom deskriptivne statistike, uparenog t-testa za poređenje očekivanja i percepcija, i analize varijanse za ispitivanje razlika između sociodemografskih grupa. Rezultati. Bolesnici su imali pozitivne percepcije o pruženim uslugama. Rezultati ukazuju na postojanje jaza između očekivanja bolesnika i njihove percepcije primljenih usluga. Prosečna očekivanja bila su visoka u svim dimenzijama (ukupno 4,85; raspon 4,79–4,88), kao i percepcije (ukupno 4,90; raspon 4,85–4,94). U svim dimenzijama utvrđen je pozitivan jaz (percepcije  > očekivanja). Jazovi specifični za pojedine dimenzije iznosili su: opipljivost 0.06 (p = 0,196), pouzdanost 0.05 (p = 0,132), odgovornost 0.04 (p = 0,249), sigurnost 0.06 (p = 0,107), empatija 0.06 (p = 0,039). Jedino je dimenzija empatije dostigla statističku značajnost. Nisu utvrđene statistički značajne razlike između sociodemografskih podgrupa. Zaključak. Metoda SERVQUAL omogućila je jasan uvid u percepciju bolesnika o kvalitetu neurohirurških usluga. Rezultati ove studije mogu doprineti unapređenju kvaliteta usluga i povećanju zadovoljstva bolesnika, čime se pozitivno utiče na kliničke ishode i zdravstveni sistem u celini.

Biografija autora

Djula Djilvesi, University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia

Zaposlen na Klinici za neurohirurgiju Kliničkog centra Vojvodine od 2002. godine. Zaposlen na Medicinskom fakultetu od 2011. godine na katedri za hirurgiju kao asistent. Specijalistita neurohirurgije od 2010. godine. Phd odbranio 2013. godine.

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2026/02/27
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