dr inż. Urszula BALON – Katedra Zarządzania Jakością, Uniwersytet Ekonomiczny w Krakowie, Rakowicka 27, 31-510 Kraków, Polska; e-mail: balonu@uek.krakow.pl
dr inż. Mariusz GIEMZA – Katedra Zarządzania Jakością, Uniwersytet Ekonomiczny w Krakowie, Rakowicka 27, 31-510 Kraków, Polska; e-mail: giemzam@uek.krakow.pl
Received 28.06.2023. Accepted 28.10.2023
Abstract
Purpose: The aim of the article is to assess the factors shaping patient satisfaction with medical services provided in a public health care unit.
Design/methodology/approach: To achieve the aim of the study, an analysis of the literature on factors shaping patient satisfaction and methods of measuring satisfaction used in health care units was conducted. The research was conducted using the direct interview method.
Findings/conclusions: The respondents positively assessed most of the factors shaping the quality of medical services, they also indicated those that did not meet their expectations.
Research limitations: The research was conducted in one facility, a public specialist hospital. The hospital has a quality management system. The results can be generalized.
Practical implications: The set of factors shaping the quality of medical services proposed in the research can be adopted in other organizations of the same type. The obtained results can be compared with the results of other facilities, including those without an ISO 9001 quality management system.
Originality/value: The article discusses the topic of customer satisfaction research for a specific organization, such as a hospital, and indicates the factors shaping satisfaction and the degree of their fulfillment.
Keywords
patient satisfaction, PASAT, EUROPAP, MUSA