Quality management as a determinant of healthcare user satisfaction
Quality management as a determinant of healthcare user satisfaction

Summary/Abstract: Improving the quality of work of health care institutions, i.e., health care, as an integral part of daily activities of health workers and all other employees in the health care system, is a continuous process whose goal is to achieve higher levels of efficiency and effectiveness, as well as greater user satisfaction. Quality health care is one that enables the organization of resources in the most effective way, in order to meet the health needs of the patients for prevention and treatment, in a safe way, without unnecessary losses and at a high level of their requirements. The vision of continuous quality improvement is to achieve safe and secure health care, which is developed by joint efforts of all key actors in the health system in the interest of the patient. Recommendations for improving the quality of health care and the functioning of the entire health system include: further development and incorporation of quality standards in the operations of health institutions, improvement of information systems as a way to promote the quality of the entire system, ensuring sufficient funding, investment in prevention, development of quality indicators, the system of tracking and records to enable rapid reporting. It is important to recognize and respect the different dimensions of quality and set realistic expectations and create a balanced health system in accordance with them.

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