Patients’ assessment of medical services quality – a determinant of changes in medical entity management on the example of Poland

Abstract

Purpose

The article’s primary goal is to identify areas requiring improvement in the activities of healthcare entities, suggest directions for future changes, and indicate the strengths and weaknesses of the clinic’s operation based on patients’ opinions. Subjectively expressed opinions of patients are treated as acceptance of the current state of affairs or the need to introduce changes in a given area.

Design/methodology/approach

The empirical research was based on information obtained from questionnaire surveys on patients’ opinions about services provided by medical entities. The hypothesis was verified by research conducted in 23 (out of 50 possible) the most dynamically developing non-public healthcare institutions in one of the regions of Poland. The conducted research was based on a proprietary survey using questions on qualitative and quantitative scales.

Findings

The results of empirical research allowed us to identify areas requiring improvement and to propose future directions of changes in the surveyed units. The suggested changes should significantly improve efficiency in the organisation and management of a health facility, focused on medical effectiveness and patients’ health effectiveness.

Originality/value

From a broader perspective, research results may become a starting point for further considerations on changes in the organisation and management of healthcare facilities. Using the study’s conclusions in practice may positively affect the improvement of the functioning of healthcare facilities, their better reputation and contribute to increasing competitiveness in the medical services market.

Citation

Hampel, K.D. (2021), "Patients’ assessment of medical services quality – a determinant of changes in medical entity management on the example of Poland", Journal of Organizational Change Management, Vol. 34 No. 7, pp. 1270-1284. https://doi.org/10.1108/JOCM-05-2021-0146