ANALYSIS OF THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES DIMENSIONS AT THE TERTIARY LEVEL OF HEALTHCARE

Autor: Brajić, Aldin, Dedić, Samira, Brajić, Saliha
Jazyk: chorvatština
Rok vydání: 2022
Předmět:
Zdroj: Ekonomska misao i praksa
Volume 31
Issue 1
ISSN: 1848-963X
1330-1039
Popis: Tercijarna razina zdravstvene zaštite trebala bi pružati visokospecijaliziranu zdravstvenu uslugu koja uključuje najsloženije metode i postupke dijagnostike, liječenja i rehabilitacije. U skladu s time, kvaliteta usluga na ovoj razini zdravstvene zaštite trebala bi biti na najvišoj razini, a menadžeri bi trebali posjedovati i provoditi sustav upravljanja kvalitetom. Cilj rada je ispitati povezanost dimenzija kvalitete zdravstvenih usluga na tercijarnoj razini zdravstvene zaštite u Bosni i Hercegovini, mjereno iz perspektive korisnika zdravstvene zaštite. Središnja hipoteza glasi: „Postoji statistički značajna povezanost između dimenzija kvalitete zdravstvenih usluga na tercijarnoj razini zdravstvene zaštite Bosne i Hercegovine.“ Istraživanje je provedeno anketnim putem na stratificiranom uzorku od 1022 korisnika zdravstvenih usluga svih pet tercijarnih kliničkih centara na području BiH. Istraživanjem je utvrđena statistički značajna korelacija između promatranih dimenzija kvalitete zdravstvenih usluga: opipljivosti, pouzdanosti, odaziva, sigurnosti i empatičnosti. Dobivene rezultate klinički menadžment može koristiti za implementaciju sustava upravljanja kvalitetom i poboljšanje kvalitete zdravstvenih usluga.
The tertiary level of healthcare should provide highly specialized health service that includes the most complex methods and procedures of diagnosis, treatment, and rehabilitation. Accordingly, the quality of services at this level of healthcare should be at the highest level, and managers should own and implement a quality management system. The aim of this paper is to examine the relationship between the dimensions of the quality of health services at the tertiary level of healthcare in Bosnia and Herzegovina, measured from the perspective of healthcare users. The central hypothesis is: "There is a statistically significant correlation between dimensions of the health services quality at the tertiary level of healthcare in Bosnia and Herzegovina." The research was conducted through a survey on a stratified sample of 1,022 health services users of all 5 tertiary clinical centers in B&H. The research established a statistically significant correlation between the observed dimensions of health services quality: tangibility, reliability, response, security and empathy. The obtained results can be used by clinical management to implement a quality management system and improve healthcare services quality.
Databáze: OpenAIRE
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