Zmiany doskonalące usługi zdrowotne – percepcja pacjenta obszaru rejestracji i poczekalni. Studium przypadku
Change of health care improvement services in customer perception – registration process and waiting room area. Case study

Summary/Abstract: The paper presents the main aspects of the service quality improvement in health care centers which offer public health care. The author presents specific role of the change in health care services and describes research results of the change perception in the customer perspective connected with the registration process and waiting room. In this research the author used 12 criteria of the registration process and 8 of the waiting room. These two areas are very important part of the customer visit in health care center connected with the non-medical processes. This article could be interesting for health care managers in public health care centers to find information about the results of previous improvement actions as well as directions of the changes in the future which are important for the customers in these two areas (registration process and waiting room).

• Details
• Contents