Pozyskiwanie informacji od klienta w kształtowaniu jakości usług zdrowotnych w ujęciu procesowym
The role of the information from the customer in shaping the quality of health services in the process approach

Summary/Abstract: The article addresses the problem of improving health services in the process approach using information from the client. The aim of this article is to identify and evaluate tools and methods used to measure the quality of services which encourage a customer to participate in the process of their improvement in hospitals on the example of the Lubuskie Voivodeship. The first part of the article characterizes health services and defines their quality. The second part presents a potential impact of the process approach and the principles of customer focus on the development of quality of health services in the context of quality management systems complying with the requirements of ISO 9001 implemented in those organizations. In addition, the article presents the analysis of methods and tools used to measure the quality of services which favor customer participation in the development of these processes. It also shows study results of methods and tools used to measure the quality of services in hospitals in Lubuskie Voivodeship and attemptss to assess their suitability in process improvement.

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