Měření kvality služeb integrovaného ambulantního systému praktických lékařů

Abstract

The aim of my thesis was quality service measurement of integrated ambulatory system of general practitioners. The first chapter is introduction. In the second chapter is the characteristic of Moje ambulance Inc., which includes market analysis, mission, vision, strategy, chronological schedule, organizational structure and economic results of the company. The third chapter contains a theory of quality service measurement. Important terms referring to quality service measurement and mystery shopping are defined there, too. The fourth chapter deals with a methodology of work. This chapter includes the method and the procedure of work and composition of research plan. In fifth chapter is interpretation of research and hypotheses’ interpretation. The sixth chapter contains recommendations and improvements sequent to research. The seventh and the last chapter is conclusion.