| Abstract [eng] |
PATIENT SATISFACTION WITH REMOTE HEALTHCARE SERVICES Evelina BAKŠANSKIENĖ Paper for the Master’s degree Quality Management Master’s Program Vilnius University Faculty of Economics and Business Administration Department of Management Supervisor - PhD Student V. Buckė Vilnius, 2024 SUMMARY 74 pages, 28 tables, 5 pictures, 52 references. The aim of the master's thesis is to assess patient satisfaction with telehealth and to identify the main factors influencing patient satisfaction with telehealth. Research methods used: analysis of scientific literature (analyzed scientific articles of Lithuanian and foreign authors, LST EN ISO 13131:2021, etc.), questionnaire survey method, descriptive statistical data analysis. The SPSS software package and Microsoft Office Excel were used to process and evaluate the research results. The master's thesis consists of three main parts: The first part examines the scientific literature (the concept of quality of healthcare services, criteria for assessing quality, models for assessing the quality of healthcare services, the concept of patients' satisfaction and the factors influencing patients' satisfaction with telehealth services, the analysis of research on patients' satisfaction with telehealth services). The second part presents the methodology of quantitative research. The third part includes the analysis of results. Based on the analysis of the scientific literature and the findings of the research, the master's thesis presents conclusions and suggestions on how to increase patient satisfaction with telehealth. Key words: telehealth, telemedicine, healthcare service quality, satisfaction with service quality, patient satisfaction with telemedicine scale. |
