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Client oriented assessment of servis quality of two inpatient physiotherapy units, a comparative study
Tomková, Alice ; Slanina, Petr (advisor) ; Tošnarová, Hana (referee)
The main object of this diploma thesis is to compare two inpatient physiotherapy units from the patients point of view. The first part of this thesis is focused on theory connected with current economic position of individual medical facilities in the system of Czech healthcare, their image and credit. The next part defines quality of service in medicine and methods of assessment of quality, both objective and subjective. Objective methods cover the system of Medical Standards, Accreditation and Specialized Medical Assessment Systems. Subjective methods comprise both qualitative and quantitative assessment. In the practical part of this thesis the quantitative assessment questionnaires from two physiotherapy units are analyzed to identify fields for future improvement at each medical facility. Both physiotherapy units are described and structure of questionnaire is defined. The results indicate reserves in the field of communication between patient and medical professionals, quality of patients wards and degree of privacy. Sociological probe as a part of thesis reveals some key factors for patients from different social groups to be satisfied with their stay at the physiotherapy unit. KEY WORDS Quantitative Assessment, Assessment Questionnaire, Quality of Medical Care, Quality Assessment, Patient...
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Client oriented assessment of servis quality of two inpatient physiotherapy units, a comparative study
Tomková, Alice ; Slanina, Petr (advisor) ; Tošnarová, Hana (referee)
The main object of this diploma thesis is to compare two inpatient physiotherapy units from the patients point of view. The first part of this thesis is focused on theory connected with current economic position of individual medical facilities in the system of Czech healthcare, their image and credit. The next part defines quality of service in medicine and methods of assessment of quality, both objective and subjective. Objective methods cover the system of Medical Standards, Accreditation and Specialized Medical Assessment Systems. Subjective methods comprise both qualitative and quantitative assessment. In the practical part of this thesis the quantitative assessment questionnaires from two physiotherapy units are analyzed to identify fields for future improvement at each medical facility. Both physiotherapy units are described and structure of questionnaire is defined. The results indicate reserves in the field of communication between patient and medical professionals, quality of patients wards and degree of privacy. Sociological probe as a part of thesis reveals some key factors for patients from different social groups to be satisfied with their stay at the physiotherapy unit. KEY WORDS Quantitative Assessment, Assessment Questionnaire, Quality of Medical Care, Quality Assessment, Patient...
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Healthcare Quality Measurement through the Analysis of Patient Satisfaction with the Services of a Healthcare Laboratory
Čajková, Magdaléna ; Vrzáček, Petr (advisor) ; Petr, Tomáš (referee)
In current market conditions, even a healthcare facility has to stack up against competition. An effective quality control of the health care provided, and an excellent perception of customers' needs are crucial, in order to achieve this objective. Customer satisfaction represents important feedback from the clients. Taking this into account, any healthcare facility should measure and evaluate satisfaction of the customers, having as an objective, a permanent improvement of the services provided. The aim of this thesis is to measure healthcare quality in a healthcare laboratory through evaluation of a questionnaire survey on patient satisfaction. The thesis consists of a theoretical and an empirical part. The theoretical part describes quality control systems in healthcare laboratories, defines the concepts of product, marketing and marketing mix "C". It also focuses on the patient, as a priority customer of the healthcare system, and defines the main reasons for examining their satisfaction. The empirical part gives firstly, an overview of activities of a particular healthcare laboratory. Subsequently, it describes the research performed and interprets the data received. There are 69.7 % of patients satisfied with the provided laboratory services. The satisfaction is determined by their age and by...
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