Μελέτη της επίδρασης του νοσοκομειακού περιβάλλοντος στη συμπεριφορά των ασθενών κατά την παροχή ιατρονοσηλευτικών υπηρεσιών

Κορμέντζα, Ειρήνη - Βασιλική

Study of the impact of the hospital environment on the behavior of patients during the provision of medical and nursing esrvices

Master Thesis

Author

Κορμέντζα, Ειρήνη - Βασιλική

Date

2022

Abstract

The purpose of this study is the multidisciplinary approach to investigate the impact of the elements that make up the atmosphere of a hospital (servicescape) during the provision of health services to patients. For the realization of the research, a sample survey was organized in which 114 patients who were hospitalized at the University Hospital of Attica participated. The data were collected using three questionnaires of 128 questions based on the international literature (Physical elements, Social elements, 5P Personality test), in August 2021. The model S-O-R (Stimulus – Organism – Response) of Mehrabian and Russel (1974) was used to identify the stimuli that stimulate patients, as well as the effect they have on their satisfaction and behavioral status. Two Step Cluster Analysis was used to study the existence of patient groups, Multiple Discriminant Analysis to determine significant statistical differences between the groups created, T-Tests to determine the personality elements of patients as well as other demographic and particular elements that characterize the groups and Multiple Regression Analysis to determine the effect of the factors that make up the environment of a hospital on the patients' behavioral intention to re-elect the healthcare provider. The analysis of the data presents the creation of two groups of patients/consumers of healthcare services. The 1st group is characterized by extroverted patients who are significantly influenced by the feelings of other patients as well as by the social density within the hospital, while the 2nd group is characterized by condescending and organizational patients who are significantly affected by the staff and the natural environment of the hospital. Utilizing the results of the present study, it is proved that the elements that make up the physical and social environment of the hospital significantly affect the satisfaction of patients during their stay in it and their behavioral intention to re-elect their health provider. With the development of smart tools for the grouping of patients, utilizing knowledge from the field of marketing, social psychology and health service management, health providers are given the opportunity to create environments for the provision of medical and nursing services that will cover the specific characteristics of patients in order to achieve the same perceived quality of service and degree of satisfaction from all.

Postgraduate Studies Programme

Οικονομικά και Διοίκηση της Υγείας

Department

Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής Επιστήμης

Number of pages

235

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/14277
http://dx.doi.org/10.26267/unipi_dione/1700

Collections

Τμήμα Οικονομικής Επιστήμης

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Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα