Przegląd metod wielowymiarowej oceny jakości działań w służbie zdrowia
Overview of multivariate methods for assessment the quality of operations in health services

Summary/Abstract: Recently, increased attention has been directed towards problems connected with the quality of health services (public healthcare system). Hospitals are encouraged to seek organizational models enabling them to reduce costs as a result of optimal employment of available resources and to enhance the satisfaction of patients owing to optimization of treatment conditions. Unfortunately, the reduction of costs often leads to the selection of patients and long wait times. The paper aims to describe a model of analyzing a healthcare and hospital system so that satisfactory outcomes may be delivered. The healthcare entities are evaluated along four dimensions: 1. Professional. The efficiency is defined as ability to improve the health status of an average patient. 2. Economic. The performance is defined as an outcome to cost ratio. However, the measurement is difficult, as there are many diverse "inputs" and "outputs" involved in the treatment process (service delivery). 3. Processual. TQM here is understood as activities with respect to hospital management aimed at safeguarding the quality of medical treatment. 4. Personal. It is focused on patient satisfaction. The issue at stake is the diversity of subjective perception by consumers as regards different dimensions of a service

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