Patients’ assessment of medical services quality – a determinant of changes in medical entity management on the example of Poland

What is it about?

In the article, the issues of change management concern the health care sector, particularly medical entities. The study analysed the discrepancies in the respondents' assessments regarding the organisation of medical entities, the work of medical personnel, attitude towards the patient and the clinic's communication with the patient. Strengths and weaknesses of the service are specified. We identified the needs and expectations of patients regarding the service and operation of the clinic and areas requiring improvement. We emphasise that the opinions of patients and the signals they sent should become a guideline for the management of the medical entity, which should be changed, improved or refined. Such empirical research allowed us to formulate conclusions and show the desired direction of changes in the organisation and management of a health facility. The empirical research was based on the data from surveys obtained from patients currently using the health services of non-public healthcare entities. The study was based on the proprietary questionnaire containing questions assessing the functioning of individual elements of the clinic, i.e. service, competencies of medical personnel, communication and organisational issues. Data from the survey questionnaire was mainly analysed using descriptive measures. Multivariate statistical analysis was used in the preparation of the research results.

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