Evolutions in health services quality approach
Author:Asist. univ. dr. Lelia Chiru
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Keywords:Quality; Health services;
atient’s satisfaction; Cotinuous improve
of quality; Quality models
Abstract:
Health services are representing a very important area at the services sector. Grouped under the generic
denomination “health”, these services are implicated in the creation of material conditions for human life and in
quality life growth.
Taking into account the importance of health services in social life and its contribution to quality life
growth, we are considering necessarily to enhance the interest in continuous improve of quality in activities
deployed in health field. This imposes pregnant to ask at EU exigencies regarding quality level in health
services. Quality in health services could be regarded such an “umbrella” for improving the human resources
activity, so in consequence, for improving the organization’s performance, by the introduction of new
methods and techniques to grow the patient’s satisfaction, to reduce costs and to increase the efficiency.
Some studies have shown that the simplest way to evaluate the health services quality is to measure the
patient’s satisfaction, taking into account the following elements: technical side of health services, interpersonal side of
health services, the accessibility, the resources availability for health care, the health care continuity.
Health services quality is approached in a different way by every category of actors involved in health field:
government, patients, physicians, managers of health organization.