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Quality of services provided by Silesian healthcare institutions during the Covid-19 pandemic – results of the survey

Jurasik Julia, Kręt Paulina, Orzeł Bartosz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2021

z. 154

67--79

Purpose: The purpose of this article is determine the level of medical services quality provided by medical clinics during the COVID-19 pandemic. Design/methodology/approach: The research was based on analyzing the results of a survey conducted among patients of Silesian clinics. First, a survey sheet was designed using the SERVQUAL model. The next step was to conduct a study in clinics in Silesia. As part of the study, 50 patients’ survey votes were received and analyzed. Findings: Respondents rate the state of health care in Poland as good, telehealth should be reserved for those in quarantine, and should be conducted only when prescriptions are being written, not when diagnosing a patient, respondents pointed out that medical facilities provided meeting conditions that did not expose patients to COVID-19 infection, hence it seems unjustified to use tele advice for patients not under compulsory quarantine. Research limitations/implications: The main research limitation is the number of feedback surveys received. If there were more votes, the research sample could be even more credible. Practical implications: The study was conducted in times of a real epidemiological threat. The results of the study show how, in a group of 50 patients, the key aspects related to the provision of medical care in Silesian healthcare institutions are perceived. Social implications: Patients’ observations regarding the functioning of the health care system in times of a pandemic and the key aspects related to ensuring access to this care are extremely valuable tips that may improve the standard of medical care in Poland also during possible future pandemic waves. Originality/value: Carrying out a literature analysis indicated that there were no studies conducted among patients so far. Thus, the research gap was defined. The authors decided to conduct the study directly among patients by sending the sheets to medical clinics.