Patients’ assessment of medical services quality – a determinant of changes in medical entity management on the example of Poland

Abstract

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.

Generic strategic positioning and organizational configurations in private micro-clinics

“…Considering the objectives of this research, strategic positioning was taken as the dependent variable or outcome. In line with Robinson and Pearce (1988), three items were used to identify it, two of which were aligned with differentiation: 'reaction capability' (Murwatiningsihet al, 2019) and 'quality service perceived' (Hampel, 2021). The service price item (Auzair, 2011;Hilman and Kaliappen, 2014) was related to cost leadership.…”

“…Despite the efforts, only a few studies have focused on smaller firms (micro-clinics) that offer specialized health services in the private sector (e.g., Hampel, 2021). This is crucial because micro-clinics face critical strategic challenges that jeopardize their survival.…”

Assessment of the quality of services offered by Basic Health Units (UBSs) in the city of Marabá, Pará, Brazil

“…Diversos estudos que empregam conceitos de qualidade em serviços de saúde têm oferecido contribuições significativas para o domínio da excelência em serviços, destacando sua relevância em organizações de complexidade. A pesquisa conduzida por Hampel (Hampel, 2021), ao analisar a qualidade dos serviços médicos em hospitais na Polônia identificou lacunas específicas e áreas demandando melhorias, além disso a pesquisa propôs sugestões para intensificar a qualidade dos serviços. Como resultado, tais intervenções impactaram positivamente a gestão e a operação, priorizando tanto a eficiência médica quanto a experiência do paciente.…”