Abstract
The second half of the 20th century saw the development of a new trend in the management of medical services across Europe. Those shifts were associated with the transformation of various spheres of human life, both on professional and private levels. The service market then turned back to “quality”, already known in antiquity. According to Aristotle, “quality” is one of the basic categories of thought and reality of the human population. The research material was obtained from literature databases, including Scopus, Cochrane, Medline, and PubMed, as well as from literature reports, including monographs, research papers (e.g., doctoral dissertations), and others. The available literature was assessed with regards to the abovementioned objectives of our study and considering possible advantages from its implementation. Therefore, the applied research method was based on a bibliographic query and desktop data analysis. The adopted research methodology hinged on exploration, compilation, analysis, and processing of data and information from available sources, resulting in drawing up of summary conclusions. The obtained data were subjected to reciprocal confrontation with an attempt to evaluate new possibilities of using the method in other medical specialties. The Servqual method enables us to learn the patient’s expectations, while the service provider can identify irregularities and implement corrections. It allows the executive staff of medical facilities to change elements of medical procedures, which improves the quality of the service provided and thus increases the satisfaction and compliance of patients.
Highlights
The second half of the 20th century saw the development of a new trend in the management of medical services across Europe
The primary objectives of the study included a review of available literature reports, substantiating the Servqual method’s eligibility in assessing the quality of medical services provided by various medical facilities (Hospital ward, Emergency Department, Primary health care, Diagnostic laboratory) and an analysis of how far it could be implemented in daily clinical practice of health care providers
The Servqual model has been successfully used over many years to assess the quality of medical services in countries with different levels of economic development
Summary
The second half of the 20th century saw the development of a new trend in the management of medical services across Europe Those changes were associated with the transformation of various spheres of human life, both on professional and private levels. Human health care requires the highest quality at every level of services provided. Human health and life quality levels, resulting from high standards of medical services offered and provided on the market, are further important aspects of the quality of medical services. The level of human health and life is the final result of the quality of the service provided on the medical market. The concepts of Gronroos, Gummesson, and Berry should be mentioned They all assume that service quality is the result of the quality expected and obtained. Servqual (SQ) model, an acronym from the words “service” and “quality”, is based on these premises
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