Zmiany zachodzące w opiniach pacjentów na temat jakości udzielania świadczeń medycznych po wdrożeniu Zintegrowanego Systemu Zarządzania w Instytucie Hematologii i Transfuzjologii
Changes in Patient Opinions on the Quality of the Provision of Medical Services After the Implementation of the Integrated Management System at the Institute of Hematology and Blood Transfusion

Summary/Abstract: Quality and safety of medical services are extremely important in medicine. Quality management systems are more often strategic goal of any institution, because they affect the improvement of the quality and safety of medical services as well as provide greater predictability and stabilization of the processes and eliminate mistakes. The aim of the study was to assess the patient satisfaction with healthcare after the Integrated Management System implementation (ISO 9001, 14001, BS OHSAS 18001, accreditation standards) at the Institute of Hematology and Blood Transfusion. The study was conducted at the Institute of Hematology and Blood Transfusion in the years 2008-2016. The study was conducted over a period of two weeks each year among hospitalized patients. The study involved 2040 people in total. The highest increase in patient satisfaction was noted in 2014. At this time, review of the process was performed with regard to the requirements of the accreditation standards. Performed a cognitive process supported by the a cycle of training for staff and implementing additional tools to monitor the effectiveness contributed to a positive assessment of the quality of services. Regular testing of patient satisfaction is one of the sources of information on the efficiency and effectiveness of decision-making and changes implemented in Institute.

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