| Abstract [eng] |
The quality of services provided by the primary health care centers is analysed in the master's thesis. The aim of the research is to provide recommendations for improving the quality of services after analysing the theories of health care services quality center from the point of view of patients and service providers and comparing the quality of services provided by a primary health care center. To achieve the goal, the analysis of scientific literature, summaries, questionnaire survey of patients and service providers and other methods of statistical data processing were used. The analysis of the scientific literature revealed that a high-quality health care service defines the client's satisfaction with the provided service and the satisfaction of his needs and expectations. The study of service quality assessment from the point of view of patients and employees, as well as the evaluation of the obtained results, found that the health care services provided by the institution are of high quality and meet the needs and expectations of both consumers and providers. Summarizing the obtained research results, which formed the preconditions for identifying the existing shortcomings of the medical institution, the directions of service improvement were identified and presented. |
