Directions of changes in healthcare unit management from the patient's perspective

• Autorzy: Baskiewicz Nicoletta , Daroń Marta , Pachura Aneta

Identyfikatory

DOI

10.17512/pjms.2023.28.1.05

Warianty tytułu

PL

Kierunki zmian w zarządzaniu jednostkami opieki zdrowotnej w opinii pacjentów

• Języki publikacji: EN

Abstrakty

EN

The aim of the article is to determine the direction in which changes should be introduced in the management of healthcare units to increase patient satisfaction with the organization of services in the examined unit. It is emphasized that hospital management is a comprehensive process that includes planning, organization, coordination, and control of activities. These subprocesses are aimed at the efficient provision of medical services and the management of material and human resources. Based on the literature, the authors have identified factors influencing effective hospital management. Special attention is paid to the quality of medical care and accreditation as tools for raising quality standards. In the empirical part, the results of research conducted in a group of hospitals are presented, in which respondents assessed the level of satisfaction in selected areas. The Kano methodology was then used to understand patient expectations and classify attributes of hospital services. The results of the analysis indicated that some attributes have a neutral classification, while others are attractive to patients and generate a high level of satisfaction. The final part of the study includes recommendations for directions of changes in the management of healthcare units identified based on the conducted research.

PL

Celem artykułu jest określenie w jakim kierunku powinny być wprowadzane zmiany w zarządzaniu jednostkami opieki zdrowotnej, aby podnieść satysfakcję pacjentów z organizacji usług w badanej jednostki. Podkreśla się, iż zarządzanie szpitalami jest kompleksowym procesem, obejmującym: planowanie, organizację, koordynację i kontrolę działań, niniejsze subprocesy mają na celu efektywne świadczenie usług medycznych, zarządzanie zasobami materialnymi oraz zasobami ludzkimi. W oparciu o literaturę przedmiotu autorki zidentyfikowały czynniki wpływające na efektywne zarządzanie szpitalami. W sposób szczególny odniesiono się do jakości w opiece medycznej oraz akredytacji jako narzędzia podnoszenia standardów jakości. W części empirycznej zawarto wyniki badań zrealizowanych w zespole szpitali, w których respondenci określili poziom satysfakcji w wybranych obszarach następnie wykorzystano metodologię Kano do zrozumienia oczekiwań pacjentów i klasyfikacji atrybutów usług szpitalnych. Wyniki analizy wskazały, iż niektóre atrybuty mają klasyfikację obojętną, podczas gdy inne są atrakcyjne dla pacjentów i generują wysoki stopień zadowolenia. Końcowym elementem opracowania są rekomendacje kierunków zmian w zarządzaniu jednostkami opieki zdrowotnej zidentyfikowane w oparciu o przeprowadzone badania.

Słowa kluczowe

EN

healthcare; management; quality; patients satisfaction; Kano method

PL

opieka zdrowotna; zarządzanie szpitalem; jakość; satysfakcja pacjentów; metoda Kano

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2023
• Tom: Vol. 28. No. 1
• Strony: 82--100
• Opis fizyczny: Bibliogr. 54 poz., rys., tab.

Twórcy

autor

Baskiewicz Nicoletta

• Czestochowa University of Technology, Poland

• https://orcid.org/0000-0002-9166-435X

autor

Daroń Marta

• Czestochowa University of Technology, Poland

• https://orcid.org/0000-0002-5000-0573

autor

Pachura Aneta

• Czestochowa University of Technology, Poland

• https://orcid.org/0000-0003-3505-8934

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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2024).