부산대학교 도서관

IntroductionDevelopment of the service sector and its leading role in relation to other types of activities in terms of the number of employees and service users at the end of [...]
Medical activity is assumed to be service activity the effects of which can be measured. The SERVQUAL scale was used as a starting point for our research, which resulted in a new, adopted scale called MEDQUAL. The MEDQUAL scale aims to measure the quality of healthcare provided by medical staff of one hospital department instead of the overall quality of hospital services or parts of services on which medical staff in one department has no influence. The study was conducted in a clinical hospital department in Croatia and included 300 respondents (169 patients and 131 medical staff members). The MEDQUAL scale, designed and tested in the study, showed high reliability in all established dimensions, i.e. trust in doctors (Cronbach's Alpha 0.923), nursing professionalism (0.913), medical professionalism (0.938), and departmental organization (0.810). The scale proposed evaluates both patient satisfaction with the quality of healthcare received and medical staff satisfaction with the quality of healthcare provided. The results were comparable to the groups of respondents, departments, and institutions with potential longitudinal studies of this phenomenon. MEDQUAL is a simple, repeatable and cost-effective scale, applicable to almost all departments and used for measuring the quality of healthcare services both provided and received, the aim of which is to contribute to the assessment of healthcare quality and its improvement.Polazisna pretpostavka rada bila je da je medicinska djelatnost usluzna djelatnost ucinke koje je moguce mjeriti kao i u drugim usluznim djelatnostima. Istrazivanjem izgradenih i testiranih mjernih instrumenata za ocjenu kvalitete usluznih djelatnosti izabran je mjerni instrument SERQUAL te je adaptiran u MEDQUAL. Mjerni instrument MEDQUAL ima za cilj mjerenje kvalitete pojedinacne medicinske usluge odnosno kvalitete medicinske usluge medicinskog osoblja jednog bolnickog odjela umjesto kvalitete cjelokupne bolnicke usluge ili dijelova usluge na koje osoblje ne moze utjecati, jer je ranije odredeno drugim cimbenicima. Istrazivanje je provedeno na jednom odjelu klinike u Republici Hrvatskoj u kojem je sudjelovalo 300 ispitanika (169 bolesnika i 131 clan medicinskog osoblja). Istrazivanjem je izraden i testiran mjerni instrument MEDQUAL visoke pouzdanosti na svim utvrdenim dimenzijama: povjerenje u lijecnika (C. alfa 0,923), profesionalnost medicinskih sestara (0,913), profesionalnost lijecnika (0,938) te organizacija klinike (0,810). Temeljna odlika predlozenog mjernog instrumenta ogleda se u mogucnosti istodobne ocjene zadovoljstva kvalitetom pruzene i primljene medicinske usluge rezultata usporedivih prema skupinama ispitanika, odjelima, ustanovama s potencijalom longitudinalnog pracenja ovog fenomena. MEDQUAL je jednostavan, primjenjiv na sve odjele, ucinkovit i ponovljiv mjerni instrument za mjerenje kvalitete pruzene/primljene medicinske usluge, koji ima svoje mjesto u procjeni kvalitete medicinske usluge kao i u njenom poboljsanju.Key words: Quality of Health Care; Medical Staff; Hospital Departments; Croatia; Patient Satisfaction; Surveys and Questionnaires; Longitudinal Studies; Quality Indicators, Health CareKljucne rijeci: Kvaliteta zdravstvene skrbi; medicinsko osoblje; bolnicki odjeli; Hrvatska; zadovoljstvo bolesnika; ankete i upitnici; longitudinalne studije; pokazatelji kvalitete zdravstvene skrbi