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master's thesis
Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova
Zagreb: University of Zagreb, Faculty of Economics and Business, 2023. urn:nbn:hr:148:935389
Živković, Klara
University of Zagreb
Faculty of Economics and Business

Institutional repository: REPEFZG

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Živković, K. (2023). Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:935389

Živković, Klara. "Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2023. https://urn.nsk.hr/urn:nbn:hr:148:935389

Živković, Klara. "Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2023. https://urn.nsk.hr/urn:nbn:hr:148:935389

Živković, K. (2023). 'Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 01 June 2024, https://urn.nsk.hr/urn:nbn:hr:148:935389

Živković K. Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2023 [cited 2024 June 01] Available at: https://urn.nsk.hr/urn:nbn:hr:148:935389

K. Živković, "Zadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:148:935389

Metadata
TitleZadovoljstvo pacijenata uslugama javnih i privatnih zdravstvenih ustanova
Title (english)Patient satisfaction with the services of public and private health institutions
AuthorKlara Živković
MentorIrena Pandža Bajs (mentor)
Committee memberMiroslav Mandić (predsjednik povjerenstva)
Committee memberSunčana Piri Rajh (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2023-09-28, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Pravo na zaštitu zdravlja jedno je od temeljnih ljudskih prava, a slobodan pristup zdravstvenoj zaštiti za sve građane u tradiciji je Republike Hrvatske i Europe. Kao mjerilo kvalitete usluga, skrbi usmjerene na pacijenta te ukupnog učinka zdravstvenog sustava, procjena zadovoljstva korisnika postala je ključni instrument u zdravstvenoj industriji. Nadalje, temeljita procjena zadovoljstva pacijenata ključna je za očuvanje konkurentske prednosti u privatnim zdravstvenim organizacijama. Visoke razine zadovoljstva mogu promicati pravovremeno traženje usluge, potaknuti pridržavanje preventivnih mjera i potaknuti vjeru u javno zdravstvo, a sve to može smanjiti pritisak na zdravstvene sustave. U Hrvatskoj još uvijek nema relevantnih podataka koji bi mogli pokazati razinu zadovoljstva hrvatskih korisnika zdravstvenih usluga, jer nema kontinuiranih, longitudinalnih istraživanja kvalitete zdravstvenih usluga i zadovoljstva pacijenata. Ovo istraživanje bavi se pitanjem zadovoljstva pacijenata uslugama javnih i privatnih zdravstvenih ustanova. U ovom radu je primijenjeno kvantitativno istraživanje, te su putem anketnog upitnika, distribuiranog elektroničkom poštom, prikupljeni odgovori 107 pacijenata. Istraživanje je provedeno tijekom srpnja i kolovoza 2023. godine. Iako postoji mjesta za poboljšanje zdravstvenih usluga, kako u javnim tako i u privatnim zdravstvenim ustanovama, rezultati istraživanja otkrivaju postignutu zadovoljavajuću razinu zadovoljstva pacijenata privatnim i javnim zdravstvenim sustavom. Podaci dobiveni ovim istraživanjem mogu se koristiti za poboljšanje kvalitete i donošenje odluka utemeljenih na dokazima u privatnom i javnom zdravstvu.
Abstract (english)
The right to health care is one of the fundamental human rights, and free access to health care for all citizens is a tradition in Croatia and Europe. As a measure of service quality, patient- centered care, and the overall performance of the healthcare system, patient satisfaction assessment has become a key instrument in the healthcare industry. Furthermore, a thorough assessment of patient satisfaction is essential to maintain competitive advantage in private healthcare organizations. High levels of satisfaction can promote requesting services on time, encourage adherence to preventive measures, and foster trust in public health, all of which can reduce pressure on health care systems. In Croatia, there is still no relevant data that could show the level of patient satisfaction with the services of health institutions, because there are no continuous, longitudinal studies of the quality of health services and patient satisfaction. This research deals with the issue of patient satisfaction with the services of public and private health institutions. Quantitative research was applied in this work, and the responses of 107 patients were collected through a questionnaire distributed by e-mail. The research was conducted during July and August 2023. Although there is room for improvement of healthcare services, both in public and private healthcare institutions, the results of the survey reveal a satisfactory level of patient satisfaction with the private and public healthcare system. The data obtained from this research can be used to improve quality and make evidence-based decisions in private and public healthcare.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:935389
Study programmeTitle: Business Economics
Study programme type: university
Study level: integrated undergraduate and graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to authenticated users
Terms of useLicence In copyright icon
Created on2023-09-28 15:03:32