Patients and health care professionals: Partners in health care in Croatia?

Objectives. To explore quality in hospitals from the patients’ and health care
professionals’ perspective in line with Act on the Protection of Patient Rights.

Design. A qualitative study using a focus group design and semi-structured interviews.

Methods. Three focus groups among health care professionals were conducted with 51 participants: 24 nurses and medical technicians, 15 physicians, 12 residents, followed by additional interviews (20 nurses and medical technicians, 10 physicians, and 2 residents). Twenty patients were interviewed at the time of their discharge from the hospital. Collected data were analysed using thematic analysis

Results. Patients identified waiting for medical treatments/procedures as the most concerning factor, followed by changes in administration procedures and admission in hospitals. From the physicians’ and nurses’ perspective, the main topics were inadequate resources to work with and inadequate working environment. Residents emphasized administration and lack of adequate equipment in contrast to other health care professionals. Both patients and health care professionals identified similar organizational and administrative issues impacting on service delivery.

Conclusions. Health care providers and patients equally recognize the factors that impact upon quality of care. This problem is beyond the health care professionals’ possibility to solve, which is the main source of stress and burnout that influence the quality of care. These factors cannot be overcome, by either health care professionals or patient organizations working alone. Greater partnership between health providers and patient associations is needed.