MANAGING THE QUALITY OF MEDICAL SERVICES FROM PATIENTS' PERSPECTIVE - THEORY AND REALITY

Abstract

Purpose: The aim of the article was to asses and analyze the quality management of medical services from the patient perspective. The research focused particularly on service provided by reception staff , nurses and doctors. Factors which directly infl uence the quality of services were carefully studied.

Methodology: While the study was based on the quota sampling method, researchers used the personal interview technique and the questionnaire. The research was conducted in three healthcare facilities in Bydgoszcz. Findings: In patients’ opinion, the reception staff , nurses and doctors should be praised for outstanding kindness and polite manners. The greatest obstacles in patients’ opinion were long appointment waiting times, delayed visits and problems when making an appointment with a specialist doctor. Implications: Increasing the competitiveness of health care facilities has forced the search for new methods of enhancing the attractiveness of services. The intensity of competition in the market of health care and the expectation of a higher quality of services resulted in the desire to improve the attractiveness, as well as the positive attitude of patients to these institutions. Therefore, it is important to systematically carry out a study to measure the satisfaction of patients and the expectations and suggestions regarding the provision of services. Such studies provide important information so that institutions can grow and adapt to the needs of customers and thereby increase their satisfaction with the service.