STANDARDIZACIJA KVALITETE ZDRAVSTVENIH USLUGA

master's thesis

• Title (english): QUALITY STANDARDIZATION IN HEALTH SERVICES
• Author: Ivan Majsec
• Mentor: Tomislav Baković (mentor)
• Committee member: Tomislav Baković (predsjednik povjerenstva)
• Committee member: Ivana Štulec (član povjerenstva)
• Committee member: Ines Dužević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2021-09-29, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Cilj ovog rada je proučiti koje metode i alati se mogu koristiti pri upravljanju kvalitetom zdravstvenih usluga. Kvaliteta je pojam koji se svakodnevno koristi te se, općenito, kao kvalitetnim opisuje nešto što je zadovoljilo očekivanja i potrebe neke osobe. Za uspješno poslovanje poduzeća potreban je dobra organizacija procesa i aktivnosti. Implementacija određenog sustava upravljanja kvalitetom omogućuje poduzeću kontinuirano unaprjeđenje te osiguranje kvalitete proizvoda i usluga. Korištenjem raznih metodologija i alata kontroliraju se i organiziraju procesi, što omogućuje sigurniju i učinkovitiju proizvodnju, kvalitetnije proizvode te veće zadovoljstvo kupaca. Napretkom tehnologije i znanosti o medicini povećala su se i očekivanja korisnika zdravstvenih usluga. Kako bi se zadovoljila rastuća očekivanja korisnika zdravstvenih usluga potrebno je nadzirati i unaprjeđivati procese i aktivnosti u poslovanju zdravstvenih ustanova. U zdravstvu se kvaliteta kontrolira praćenjem indikatora, trendova i promjena, analiziranjem njihovih uzroka te se zatim ovisno o potrebi provode korektivne mjere. Analiza slučaja provedena je na primjeru klinike Magdalene koja ima razvijen sustav upravljanja kvalitetom te poštuje ISO9000 norme i mnoge druge međunarodne zahtjeve i preporuke. Proveden je dubinski intervju kako bi se dobilo bolje razumijevanje u metode koje se koriste kako bi se osigurala kvaliteta zdravstvene usluge. Neke od metoda koje se koriste u klinici Magdaleni i koje su detaljnije objašnjene u radu su SBAR komunikacijska metoda, ocjena dobavljača, plan za poboljšanje kvalitete i sigurnosti, interni audit.

Abstract (english)

The aim of this paper is to study which methods and tools can be used in managing the quality of health services. Quality is a term that is used every day and, in general, something that satisfies the expectations and needs of a person is described as quality. Good organization of processes and activities is necessary for the successful operation of a company. The implementation of a certain quality management system enables the company to continuously improve and ensure the quality of products and services. By using various methodologies and tools, processes are controlled and organized, which enables safer and more efficient production, better quality products and greater customer satisfaction. Advances in technology and the science of medicine have also increased the expectations of health care users. In order to meet the growing expectations of health care users, it is necessary to monitor and improve the processes and activities in the operation of health care institutions. In health care, quality is controlled by monitoring indicators, trends and changes, analyzing their causes, and then, depending on the need, corrective measures are implemented. The case analysis was conducted on the example of the Magdalena Clinic, which has a developed quality management system and complies with ISO9000 standards and many other international requirements and recommendations. An in-depth interview was conducted to gain a better understanding of the methods used to ensure the quality of health care. Some of the methods used in the Magdaleni Clinic and which are explained in more detail in the paper are the SBAR communication method, supplier evaluation, quality and safety improvement plan, internal audit.

• Keywords: kvaliteta; sustavi upravljanja kvalitetom; zdravstvena usluga; metode i alati
• Keywords (english): quality; quality management systems; health service; methods and tools
• Language: croatian
• URN:NBN: urn:nbn:hr:148:371624
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2021-10-07 10:35:17