Zarządzanie jakością usług medycznych w przychodniach lekarskich
Medical services management in physicians’ clinics

Summary/Abstract: Changes introduced in health care sector, particularly marketization of health care and intro-¬duction of new financing schemes led to necessity of adjustment to demands of market economy.The perception of health services’ quality has changed and the patients’ expectations have increased.In health sector, similarly to every other area of business, certification systems are introduced toachieve higher quality of services delivered. The issue of quality in health care is important forall the stakeholders, including patients, medical staff, government administration and third-partypayers. In the clinic assessed, for the purpose of achieving higher quality, external system of qualitymanagement consistent with requirements of ISO series norms was introduced. The purpose of thepaper was to present selected results of the research focusing on quality of services rendered in physicians’clinic based on clinic patients’ opinions. 220 respondents filled the questionnaires correctly.The patients were informed about the purpose of the research, the anonymity of the questionnaireand the synthetic results description. The database for calculations was prepared in Excel. The researchshows that in the clinic assessed the quality issue is situated in entity’s management system,it encompasses each level of organizational structure and each workplace. The quality of servicesdelivered by the clinic encourage majority of the patients to recommend the provider to others. Theopinions collected among patients allowed for conclusion that the clinic could improve the relationshipsbetween staff and patients. The respondents were not satisfied with waiting times and point toneed of increase in volume of services delivered.

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