PurposeThe article’s primary goal is to identify areas requiring improvement in the activities of healthcare entities, suggest directions for future changes, and indicate the strengths and weaknesses of the clinic’s operation based on patients’ opinions. Subjectively expressed opinions of patients are treated as acceptance of the current state of affairs or the need to introduce changes in a given area.Design/methodology/approachThe empirical research was based on information obtained from questionnaire surveys on patients’ opinions about services provided by medical entities. The hypothesis was verified by research conducted in 23 (out of 50 possible) the most dynamically developing non-public healthcare institutions in one of the regions of Poland. The conducted research was based on a proprietary survey using questions on qualitative and quantitative scales.FindingsThe results of empirical research allowed us to identify areas requiring improvement and to propose future directions of changes in the surveyed units. The suggested changes should significantly improve efficiency in the organisation and management of a health facility, focused on medical effectiveness and patients’ health effectiveness.Originality/valueFrom a broader perspective, research results may become a starting point for further considerations on changes in the organisation and management of healthcare facilities. Using the study’s conclusions in practice may positively affect the improvement of the functioning of healthcare facilities, their better reputation and contribute to increasing competitiveness in the medical services market.

Purpose The underlying objective of the paper was to investigate the areas that require changes in human resource management in healthcare institutions. The practical objective of the study was to formulate recommendations targeted at the management staff of a healthcare institution, which allow to increase the adaptability and development capacity of medical personnel with the use of appropriate instruments and methods of human resource management. Patients and Methods The quantitative research was conducted among 652 patients using the services of primary health care clinics located in the Silesian province in Poland, in 2019. The share of women in the research sample was 61%, and men - 39%. 11% of the respondents were students, 27% - people of retirement age, and 62% were economically active. An anonymous survey questionnaire was used. Calculations were performed using Statistica software. Mann–Whitney U -test and correlation analysis using Gamma (Γ) coefficients were used. Results The results of the empirical research showed that the respondents positively assessed most of the examined elements (over 70% of positive opinions). Negative opinions did not exceed the error threshold and amounted up to 5%. The presented results allowed to conclude that the expectations and preferences of patients should be constantly monitored, have an impact on the management of medical personnel and imply introducing changes in the weakest areas. Conclusion The conducted research made it possible to identify the needs and expectations of patients and to develop possible solutions to improve human resource management in healthcare entities. In order to improve the operating conditions of the clinic, managers should constantly monitor patient satisfaction and, if necessary, introduce changes to raise service standards. This will allow early detection of shortcomings and the introduction of necessary changes in the clinic.

Purpose:The paper aims to assign the characteristics of the systems' responsiveness due to patient satisfaction. We base our analysis on the Euro Health Consumer Index (EHCI), including indicators from six categories, i.e. patient rights and information, access to medical services, treatment results, scope and range of medical services offered, prevention of vaccination patients, access to medicines. Design/Methodology/Approach: We investigate data from 2014 to 2018 for thirty-five countries. The studied group of countries is divided into two subgroups -the group of countries with the Bismarck model (group A) and those with Beveridge's model (group B).Ward's method was used as a method of cluster analysis. Findings: (1) The number of clusters is stable over timeboth in 2014 and 2018, five clusters are identified; (2) The number of clusters within subgroups A and B is similar and stable over time;(3) The number of clusters created suggests that the responsiveness of health systems is a complex concept perceived by patients in different ways; (4) There are no essential differences between countries with the system of public health and countries where health financing bases on insurance schemes. Originality/value: The results suggest that the system's responsiveness cannot be perceived as one-dimensional. While assessing the system's responsiveness, patients take into consideration different factors.

The objective of the paper was an assessment of particular work organization elements in healthcare institutions and a description of the research that has led to the formulation of conclusions. The research was conducted in non-public healthcare settings located in the area of Czestochowa in the group of 554 respondents – patients benefiting from the services rendered by health centres. The analysis of empirical data was conducted with the use of statistical methods, using STATISTICA software. The results demonstrate occurrences of significant differences in the evaluations, depending on demographic features of the respondents, such as: age, education and represented professional group.

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