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1 Wojciechowski P.

1 2008

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Badania systemu zarządzania jakością w placówkach służby zdrowia

Wojciechowski P.

Problemy Jakości

2008

R. 40, nr 6

40-43

Effective implementation of management systems in health service should be based on the real expectations of patients and the medical staffs vision of patienfs role. According to this, 18 aspects of the medical personnel's perception of patients needs were minutely analysed. The examined group was composed of doctors and nurses. The quantitative analysis shows the presence of many underestimated issues, e.g. opinion of patients and the medical staff, collective solving problems or professional training of an administrative personnel. The particular problems concern observance of the patients rights, respect to the intimacy rights and the right to participate in making decisions about methods of treatment. The analysis shows also fundamental differences between institutions with certified management systems based on ISO 9001: 2000 standard and institutions without ISO quality system. In the first ones the first- contact teamwork, professional training of a personnel, availability of service and confidentiality of information are far more important than in the second ones.