Analýza spokojenosti zákazníků a zaměstnanců zdravotnického zařízení

Abstract

Abstract

Health is the services sector and as well as others industries are in the increasing competition. Companies must improved and firms must focus on customers satisfactions and employees satisfactions. Motivated and satisfied staff gives to customers the best care and increases the satisfaction.

The aim of Bachelor thesis is analysis customers and employees satisfaction with medical center in Kroměřiž specifically on surgical department and comparison the results with the Code of Ethics of Czech Medical Association which is mandatory for doctors and with Code of Ethics of Non-medical of health professional disciplines of Hospital Kroměříž which is mandatory for staff.

Theoretical part is focusing on terms health, health care and quality. Shows partition of hospitals according to various aspects. How to create and evaluate a questionnaire. Illustrated the need for worker, possibility of motivation of employees, Code of Ethics.

Practical part is given questionnaires, compilation and evaluation of questionnaire. Dates are given on special nut and are evaluated for assistance by relative frequency and by method, which is called “window of customer”. Dates are comparing with Code of Ethics.

In the work are designed solutions, which are to eliminate shortcomings of hospital and increased customers and employees satisfaction.