EVALUATION OF SERVICES RECEIVED IN HEALTHCARE INSTITUTIONS

Alma Čerkauskienė, Ieva Meidutė-Kavaliauskienė
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Abstract

Ongoing global changes and rapid changes in situations lead not only to a change in business organization models but also to restructuring the supply systems themselves. This is especially relevant when analyzing the healthcare system since the supply chain must be flexible and resistant to unforeseen events; the best example is the Covid-19 situation. It is necessary to pay attention to the fact that the main focus in the health care system is and must be directed to the user of the service, i.e. the client/patient, the satisfaction of his needs, which means that the service provided must meet the client’s expectations. This article will examine how consumers perceive the services they receive in certain healthcare facilities. A standardized quality assessment questionnaire, Servqual, was used for data collection. The results are processed using statistical research methods. The results are expected to help analyze the critical points of the health system’s service supply chain, thereby improving service delivery quality.
对保健机构提供的服务进行评估
持续的全球变化和形势的快速变化不仅导致商业组织模式的变化,而且导致供应系统本身的重组。在分析医疗保健系统时,这一点尤其重要,因为供应链必须灵活,能够抵御不可预见的事件;最好的例子就是新冠肺炎疫情。有必要注意这样一个事实,即卫生保健系统的主要焦点是而且必须指向服务的使用者,即客户/病人,满足他的需求,这意味着所提供的服务必须满足客户的期望。本文将研究消费者如何看待他们在某些医疗保健机构中获得的服务。采用标准化质量评估问卷Servqual进行数据收集。使用统计研究方法对结果进行处理。研究结果有望帮助分析卫生系统服务供应链的关键点,从而提高服务提供质量。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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