Measurement of expected and perceived quality of medical service

Bibliogr. s. 139. Strona wydawcy: https://www.wuj.pl

Publikacja prezentuje wyniki badań dotyczących pomiaru jakości w usługach medycznych (oczekiwanej i postrzeganej). Dokonano w nim analizy możliwości zastosowania metody "Servqual" i jej uproszczonej wersji - metody "Servperf" - do badania usług medycznych na przykładzie przychodni.

The quality creation within a healthcare unit is a greatly complex task. The reason for it is that in the process of providing medical service, patient’s behaviour and feelings also affect on the perception of quality of medical service provided. Thus, medical institutions should conduct research to identify and improve factors which are assessed negatively by patients. Defining parameters of medical service within medical institutions can be beneficial to meet patients’ expectations. The article presents the results of author’s survey on medical service conducted in a model clinic in Katowice. The Servqual questionnaire preserved its classic system of five areas: tangibles, reliability, responsiveness, assurance and empathy. Research was conducted by means of statistical tools. Its outcome is the assessment of clinic’s functioning as well as defining patients’ needs within the scope of individual aspects of medical service.