SFeDu
  • Home
  • Issues
  • 2013
  • No 1.2
  • Estimation of medical services quality based on the analysis of the patient’s expectations

Estimation of medical services quality based on the analysis of the patient’s expectations

TERRA ECONOMICUS, , Vol. 11 (no. 1.2),
p. 108-112

The author of article considers a problem of an assessment of quality of rendering medical service. Two components in an assessment of quality of service are thus allocated: objective and subjective. The objective component can be estimated by means of quantitative indices. It is more difficult to estimate a subjective component as it is based on expectations of the client. In article the special attention is paid to a subjective component. As a method of an assessment it is offered to use questioning of patients of clinics therefore their expectations will be compared with real service. During research attempt to reveal the main criteria of an assessment of quality of paid medical service will be made.


Keywords: medical service; quality; client; process of rendering service; criteria of quality

References:
  • Belobzhetsky V.N. (2012). Methods for assessing of the services quality. RISC: resources, information, supply, competition. № 1.
  • Boyko V. (2010). Learning business thinking. Economics and Management in Dentistry. № 2 (31).
  • Business regulation in the health systems of the European countries (2002). Ed. R.B. Saltman, R. Busse, E. Mossialos. Moscow.
  • Economics and Health Care Management (2009). Tleptserishev R.A. and other… Rostov-on-Don. Feniks.
  • Health Economics: Study Guide (2004). Ed. A.V. Resetnicov. Moscow.
  • Hill N., Brierley J. Mc Dougall R. (2010). How to measure customer satisfaction. Moscow: INFRA-M.
  • Lavlok K. (2005). Marketing services: personnel, technology, strategy. 4th ed. Publishing House “Williame.”
  • Mokhov A.A., Melikhov A.V. (2006). Activity in the provision of health services – a kind of business. Medical law. № 2.
  • Mokhov A.A. (2004). Poor health care as a source of increased danger to others. Sovremennoye pravo. Number 10.
  • Zhilinskiy S.E. (2004). Business Law: A Textbook for high schools. M.
Publisher: Southern Federal University
Founder: Southern Federal University
ISSN: 2073-6606