ULOGA OPERACIJSKOG MENADŽMENTA U POBOLJŠANJU KVALITETE USLUGA ZDRAVSTVENOG SUSTAVA

master's thesis

• Title (english): THE ROLE OF OPERATIONS MANAGEMENT IN QUALITY IMPROVEMENT OF SERVICE IN HEALTHCARE
• Author: Tomislav Ilijević
• Mentor: Jasna Prester (mentor); MBZ: 256870
• Committee member: Tomislav Hernaus (predsjednik povjerenstva)
• Committee member: Ana Aleksić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2020-09-24, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Jedna od aktualnih tema u svijetu je kvaliteta zdravstvenih usluga stoga su se zdravstveni sustavi našli pod povećalom brojnih znanstvenika ali i kritičara. U današnjem načinu razvijanja zemalja, gdje se trendovi i tehnologije brzo mijenjaju, ne prilagođavanje zdravstvenih sustava brzorastućim promjenama za posljedicu može imati negativne učinke na populaciju. Operacijski menadžment u uslugama ima sve veću ulogu u poboljšanju kvalitete zdravstvenih sustava. Podizanjem učinkovitosti elemenata operacijskog menadžmenta putem upravljanja: listama čekanja, ljudskim potencijalima, troškovima, vremenom, tehnologijom te ukupnom kvalitetom, unutar zdravstvenih sustava učinkovitost se može podići na visoku razinu. Kroz ovaj diplomski rad istražen je utjecaj elemenata operacijskog menadžmenta u uslugama na poboljšanje kvalitete zdravstvenih usluga. Anketnim upitnicima provedeno je istraživanje nad korisnicima zdravstvenih usluga u Hrvatskoj na uzorku od 102 ispitanika. Rezultati istraživanja u radu su interpretirani pomoću grafikona. Zaključkom su obrazloženi potencijali i prepreke u razvoju zdravstvenog sustava povezani sa teorijskim dijelom rada. Pomoću istraživačkog dijela rada u zaključku je potvrđeno da promatrani parametar (elementi operacijskog menadžmenta u zdravstvenim uslugama) ima utjecaj na kvalitetu zdravstvenih usluga u Hrvatskoj.

Abstract (english)

One of the current topics in the world is quality of health services, therefore health systems are under a magnifying glass of many scientists and even critics. As countries develop, trends and technologies are changing rapidly. Health systems that are not adapting to fast growing changes can result in negative effects on the community. Operational management in services has a greater part in improving quality in health systems. Raising efficiency in operational management through ways of governing; waiting lists, human potencials, costs, time, technology and overall quality, within health systems, efficiency can be elevated to a higher level. Through this graduate thesis we explore the influence of operational management elements on improving quality of health services. The survey questionnaires were used to conduct a survey of health care users in Croatia on a sample of 102 respondents. The results of research paper are interpreted using graphs. The conclusion explains the potentials and obstacles in the development of the health system related to the theoretical part of the paper. With the help of the research part of the paper, it was confirmed in the conclusion that the observed parameter (elements of operational management in health services) has an impact on the quality of health services in Croatia.

• Keywords: kvaliteta; usluga; učinkovitost; zdravstveni sustav; zadovoljstvo korisnika
• Keywords (english): quality; service; efficiency; healthcare system; customer satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:346604
• Study programme: Title: Economics; Study programme type: university; Study level: 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: 2020-09-29 18:35:29