Patient service as a component of assessing health care system’s performance – conceptual framework
Patient service as a component of assessing health care system’s performance – conceptual framework

Summary/Abstract: Introduction: Systematic evidence about suboptimal quality of care in the segment of chronic patients along with widely published incidents of poor practice have made quality a priority issue for policy makers. This increased interest has intensified efforts to develop quality indicators to assess performance at multiple levels of the health care system.The purpose: This paper aims at discussing the relevance of incorporating customer service into the evaluation process of health care system’s performance.Research approach: The paper is based on the literature review. It is mainly conceptual in its form. The authors propose the conceptual framework and identify a new dimension of a customer service in the segment of chronically ill patients. Analysis findings: As a result, a new conceptual framework for the evaluation of the health care system’s performance in the segment of chronic patients has been developed. Continuity of care has been introduced as a new quality item. Social implications: Most OECD countries face aging population. Therefore, the quality of health care becomes a priority more than ever. The research findings can contribute to better understanding of customer service in the segment of chronic patients and be helpful in assessing health system’s performance in Poland.

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