Analiza oczekiwań pacjentów w wybranych aspektach oceny jakości usług zdrowotnych (infrastruktura zewnętrzna, niezawodność, wymiar materialny, warunki bytowe)
Analysis of patients’ expectations in chosen aspects of health services quality assessment (outdoor infrastructure, reliability, material dimension, living conditions)

Summary/Abstract: In recent years, there has been a surge of interest in studies related to the quality of health services. Of particular importance are the studies on the expectations and the level of compliance by service providers. The results obtained have a cognitive and practical aspects, as they allow to take effective actions in the field of quality health care. The aim of the research was to know the expectations of patients and their degree of satisfaction in terms of provided health benefits with respect to: external infrastructure, reliability and substantive dimension and living conditions. The test group consisted of 106 patients aged from 35 to 75 years, selected health care unit providing inpatient Oncology in desktop benefits. The research was conducted using the Servqual. Studies have shown that patients’ expectations were met in terms of material and living conditions. The level of services received in the field of infrastructure and reliability was slightly lower than expectations. The greatest expectations of the sampled patients were in terms of reliability, and dimension of the material and living conditions, the lowest in terms of infrastructure.

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