Αξιολόγηση των παρεχόμενων υπηρεσιών υγείας ως προς την ποιότητα βάσει της ικανοποίηση των χρηστών

Abstract

The purpose of this work is the literature review and evaluation of the overall satisfaction that users receive from the health services provided, by ensuring and improving the quality of service provided by employees in the specific services. The modern era demands the general service of consumer needs with economic and quality services, with consumer demands showing rapid developing rhythms and the Marketing philosophy to focus more and more on consumer satisfaction. Therefore, a significant effort is made to investigate the degree of satisfaction of internal customers with the quality of services provided in health facilities. In addition, the work attempts to highlight the extent to which the SERVQUAL model remains relevant for exploring the needs of both external and internal users, which provides important data that can contribute to improving the quality of healthcare facilities and increasing the effectiveness and efficiency of their institutional functions. The methodology used for the research was the SERVQUAL model as a strategic tool, with questionnaires distributed to employees and patients to assess the satisfaction of expectations from the quality of health services. The general conclusion, however, is that quality in the healthcare sector must be an integrated system of values, standards, values and methods of action that ensures the full and optimal utilization of human resources, the efficiency of healthcare facilities and patient satisfaction.