Wyniki wyszukiwania - BazTech

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Communication with patients and the quality of medical services (on the example of handling patients at the reception desk)

Bsoul-Kopowska Magdalena

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2022

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z. 159

53--66

EN

Purpose: The communication between a patient and the staff of a clinic's reception desk forms the patient's ideas and opinions about the entire health care facility. The purpose of this article was to analyze the assessment of the level of service provided by selected private health care facilities, on the example of handling the patient at the reception desk. Design/methodology/approach: The SERVQUAL service quality assessment method has been used in the research. The research was carried out in seven private health care facilities located in the Silesian Voivodship, in the cities with a population of between 100,000 and 250,000. 220 patients have been surveyed. The survey consisted of two questionnaires, a section concerning the determination of the weights of specific criteria and the section with demographic questions. Both surveys included 22 statements each, and there were also 4 demographic questions included. The assessments were made by giving points on the Likert scale of 1-7. The study was carried out from January to March 2022. Findings: The conducted analysis of the level of the studied service allowed for identifying key areas that require corrective actions. The biggest gaps between patient assessments and expectations concern such aspects as: response time, reliability, and empathy. Research limitations/implications: Due to the fact that the worst-rated areas are closely related to communication, it is advisable to take corrective actions on the part of management as soon as possible. It is also advisable to conduct a study on the diagnosis of errors made in patient’s service during registration on the example of other health care entities. Practical implications: The application of the SERVQUAL method enabled to diagnose the expected and obtained quality level of the tested service in the opinion of patients of selected NZOZs. Social implications: The results of the conducted research confirm that effective and efficient use of communication in the process of providing health care services influences the maximization of patients’ satisfaction and, as a result, it requires systematic investments in the development of human potential. Originality/value: In the conducted study, a model of the quality of patients service in reception desk in non-public health care units was proposed. The evaluation criteria were presented in the model in order to diagnose dimensions that are perceived well by the patients and those that, in their opinion, require improvement.

2

Functioning of the medical services market in Poland: selected problems

Zachorowski Rafał

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 153

507--519

EN

Purpose: The medical services market in developed countries is subject to market principles only to a limited extent. In fact, its size and directions of development are determined by all stakeholders through their influence on consumers and payers of health services. The aim of this study is to identify the main market participants and forms of influence used to modify the supply and demand for health services. Design/methodology/approach: The basic research problem concerns the identification of interest groups influencing the size of the health services market and forms of influence on other market participants to ensure the implementation of the set health and economic objectives. Findings: The influence of medical market interest groups leads to an increase in the quantity and quality of medical services provided to consumers in excess of market demand. It also causes a permanent failure to meet the demand for free health services. Practical implications: The planning of health expenditures should take into account the activity of interest groups operating in the health services market, which leads to an inefficient allocation of financial resources expected by society to finance health services and public, economic, and social institutions operating in its immediate vicinity. Social implications: The present paper is a voice in the discussion on the rationalization of health expenditures incurred by society. The decision on the scope of health services provided is ultimately a political decision. However, it is necessary to rationally channel the financial flows from public and private payers to health and peri-health care providers, medical equipment and pharmaceutical manufacturers, and private and public health sector administration. Originality/value: Identification of entities directly influencing the health services market in Poland.

3

Kształtowanie usług medycznych na podstawie oceny i odczucia pacjenta

Waszkiewicz A., Białecka B.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2012

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z. 63a

259--273

PL

W obecnych czasach skuteczne wyleczenie pacjenta to za mało, by zdobyć jego zaufanie. Oceny i odczucia pacjenta są bardzo różnorodne i mogą ulegać zmianie. Dzięki opinii pacjentów można wykrywać niedociągnięcia w placówce medycznej i ciągle doskonalić jakość świadczonych usług. Niniejszy artykuł przedstawia główne definicje i zagadnienia dotyczące jakości usług medycznych, ich specyfiki oraz specyfiki rynku usług medycznych. Zaprezentowano tu wyniki badań oceny i odczuć pacjenta odnośnie usług medycznych w wysokospecjalistycznej placówce medycznej. Wnioski z badań posłużyły do zaproponowania wielu działań doskonalących.

EN

Nowadays, curing a patient effectively is not enough to earn his trust. Patients' judgment and feelings happen to be very different, and may vary according to their personal experiences. Thanks to reviews and feedbacks left by patients, one can discover if there are any issues in a medical centre that may need to be resolved and therefore perfect the quality of service provided by personnel. The following article presents main definitions, issues and characteristics of medical services. A research with regards to patients' feedback allowed me to propose a series of action needed for improvement of medical services.

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Znaczenie marketingu na rynku usług medycznych

Tabin K.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2006

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z. 29

191-199

PL

W artykule omówiono rolę, jaką marketing odgrywa w działalności polskich palcówek służby zdrowia. Przedstawiono ewolucję poglądów dotyczących stosowania marketingu na rynku usług medycznych, jak również wskazano na konieczność uwzględnienia specyfiki branży przy stosowaniu uniwersalnych zasad marketingu.

EN

This paper is discussing a role of marketing in polish health service institutions activity. The article shows the evolution of ideas about applying a "market-oriented" philosophy by the healthcare industry. Its also shows that it is essential to take peculiarities of the trade into consideration while applying this orientation.