Analýza kvality služeb v nemocničním zařízení
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Vysoká škola báňská – Technická univerzita Ostrava
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Abstract
The aim of the bachelor thesis Analysis of Quality of Providing Health Care Service in a Hospital is
analyze the current state of quality of services provided in the selected
hospital facility and recommend the measures to improve detected
quality to a higher level. To evaluate the current quality
a questionnaire survey method was used. The survey took place on the premises
of Vítkovická nemocnice a.s. and was attended by a total of 174 people selected into three
groups (58 outpatients, 53 hospitalized patients and 63
hospital staff). Based on the results of the survey were
proposed recommendations for improving the quality of services.
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service quality analysis, hospital, quality, service, health service, risks in healthcare, customer satisfaction, questionnaire survey, Deming's chart