The way the quality of health services is perceived and treated by the managerial personnel of public hospitals
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Uniwersytet Medyczny w Łodzi / Medical University of Lodz, Łódź, Poland (Wydział Nauk o Zdrowiu, Katedra Polityki Ochrony Zdrowia / Faculty of Health Sciences, Health Care Policy Chair)
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Anna Rybarczyk-Szwajkowska   

Uniwersytet Medyczny w Łodzi, Wydział Nauk o Zdrowiu, Katedra Polityki Ochrony Zdrowia, ul. Lindleya 6, 90–131 Łódź
Med Pr 2016;67(3):365–373
Background: Managerial knowledge and skills as well as profound understanding of goals and objectives of management determine the effectiveness and efficiency in all areas of managerial activities. In particular, this applies to the quality of healthcare services, perceived as a compliance between the effects (of medical treatment) and the assumed relevant objectives (defined/desired health condition). The aim of the research was to distinguish and define the way the health service quality is perceived by the hospital managerial personnel. Material and Methods: The questionnaire was mailed to 836 members of the managerial personnel of public hospitals in the Łódź province. Of this number 122 questionnaires were returned. Results: Only 22 (18.49%) of respondents presented the definition of quality. Attempts to meet patients’ expectations and to satisfy them were found to be the prevailing perception of the healthcare quality and 96.64% of respondents considered competences of medical staff contributory. Almost 64% of respondents disagree with the opinion that the number of medical staff does not affect the service quality. According to the respondents, a 46% increase in financial resources on average could significantly improve the quality of healthcare services. More than half (66.76%) of respondents claim that healthcare services that are available cover 82% of patients’ needs. Almost 57% (56.52%) of respondents consider that the subordinate- superior relationship influences their work involvement. According to 42.61% of respondents, the offered incentives encourage actions for the quality improvement. Conclusions: The results of the research indicate the need to develop a clear cut definition of the health service quality by the managerial personnel of public hospitals and to change their understanding, perception and treatment of the discussed issue, which provides a basis for the effective and efficient hospital management. Med Pr 2016;67(3):365–373