Μέτρηση ικανοποίησης των εργαζομένων σε νοσοκομειακά εργαστήρια και η ποιότητα των υπηρεσιών.

Βαλασιάδη, Ευτυχία

Measurement of the satisfaction of employees in hospital laboratories and the quality of the provided service.

Master Thesis

Author

Βαλασιάδη, Ευτυχία

Date

2015-02-03

Abstract

The purpose of this paper is to initially measure the satisfaction of a group of hospital employees and then to evaluate the quality of service in hospital laboratories. The survey was conducted in laboratories at hospitals that belong within the 1st Health Region of Attica. Τo analyze the data the 2 following statistical programs were used: SPSS and MUSA. METHODOLOGY Analysis of the demographic data was performed by the statistical program SPSS. The measurement of employee satisfaction was performed with the method Multicriteria Decicion Analysis MUSA. The advantage of this program is that it can analyze in depth the behavior of customers and it can contribute to drawing or redefining the strategy of an enterprise. The research method was quantitative and via personal questionnaire. The sample consisted of 200 employees from the following public hospitals in the 1st Health District of Attica: Laiko, Evangelism, Elpis, St.Savvas, St.Sophia, Paidon Pentelis, Aglaia Kyraikou, Alexandra, Elena Venizelou, St. Anargyroi, Hippokratio, Andreas Syggros, and from the following laboratories: Heamatology,Blood Bank, Immunology, Biochemistry. From the 200 questionnaire 173 were valid. FINDINGS The results of the statistical program SPSS showed that in all laboratories (specialized and non-specialized) and in all the hospitals small (<100 beds) and big (>100 beds) the majority of the staff (89%) consist of women between the age of 36-55 years and from that a (46%) has an education from a University/Polytechnic. The results of the statistical program MUSA showed that the majority of workers are not satisfied with their working environment. Therefore the provided services are not optimal. Despite the negativity, through the diagrams of improvement, there seems to be possible positive change in the case of the cooperation from the management of the hospital, from the working instruction manual, and from the system for tenders. Concerning the overall satisfaction, the chart of improvement showed that, from all the sectors (relationships, time, quality, space) possible positive change, can occur in the case of the time distribution of the employees. VALUE The value of this research lies in the fact that something similar has not been done before in the laboratory sector and perhaps it can open up new horizons for improvement, innovation and modernization.

Corporate Department

Τεχνολογικό Εκπαιδευτικό Ίδρυμα Πειραιά

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/6274

Collections

Τμήμα Οικονομικής Επιστήμης

Show full item record

Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 4.0 Διεθνές