Development of communication and managerial competencies of healthcare professionals as one of the prerequisites for continuous improvement of the quality of healthcare and patient satisfaction

By education to a higher quality of care
European Social Fund
Prague & EU: We invest in your future.

Registration number: CZ.2.17 / 1.1.00 / 33070

In recent years, the issue of the quality of health care provided has become increasingly important. At the same time, the role of patients in the health care system in the Czech Republic is being strengthened. With reference to these facts, there is an unquestionable need to prepare medical staff for related changes. As follows from a number of sociological surveys, the highest level of dissatisfaction of Czech patients is related to inadequate communication between health care provider and patient, the transmission of inappropriate, insufficient or incomprehensible information and insufficient work organization in health care facilities. The Motol University Hospital project is based on the real situation in the Czech healthcare system and in this sense pursues two partial goals:

• creating conditions for changing the communication style between healthcare professionals and patients in terms of applying the principles of pro-client communication in practice;
• deepening the managerial competencies of middle and lower health care management, which will lead to an increase in the quality of services provided and thus to higher patient satisfaction.

The project itself was designed for medical employees of the Motol University Hospital providing direct (contact) care to patients. It was implemented in the form of a comprehensive system of three dynamically conducted seminars and professional courses, which contain elements of interactive training, solution and analysis of model situations, video training and other modern didactic methods. The training events were led by skilled lecturers with experience in educating health professionals.

1. Seminar - Basics of pro-client communication

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2. Innovation course for senior non-medical health professionals
- Management aimed at increasing patient satisfaction

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3. Professional course for chief physicians
- Management aimed at increasing patient satisfaction

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Further information about the project can be found on the websites of the Institute of Nursing, Charles University, 2nd Medical Faculty and Motol University Hospital: http://www.lf2.cuni.cz/info2lf/ustavy/uo/projekty.htm

Main researcher of the project: PhDr. Daniel Jirkovský, Ph.D., MBA