| Abstract [eng] |
Quality is an indicator of how well a delivered service conforms to the users' needs and expectations. The general public and patients, as they are better informed about health care services and opportunities, have high expectations and requirements for better quality medical services, so health care institutions need to adapt to the customer’s ever-changing needs and actively implement changes in healthcare services' delivery. The aim of the study is to analyze opinions of parents of hospitalized children about the quality of health care services. The Methodology. The research consists of two parts: scientific literature review and quantitative survey based on paper questionnaire. For the study, a modified Picker Institute Europe questionnaire for patients receiving hospital treatment was used. Convenience sampling method has been used to select 149 respondents. The research was conducted in accordance with ethical principles. Research results. The majority of parents have a good opinion of health care services. The majority of respondents (84.6%) agree that their children's health was better on the day they left hospital compared to the moment they arrived. 80.5 percent of respondents would recommend the hospital in which their children were treated to their relatives. The opinion of the parents of hospitalized children about the quality of health care services is directly related to the quality dimensions. The study consists of 3 models of service quality factors. The most important is the first model that predicts the overall assessment of the health care received by the child. The model shows that the factors that influence positive assessment of received in-patient services are (in order of importance): the ability of family members to talk with their doctor, treating children with respect, clarity of information provided, and the cleanliness of the auxiliary facilities. Conclusion. The parents of hospitalized children perceive the quality of health care as clear and sufficient information, respect for the child, privacy and a clean environment, and value the quality of provided health care. |
