Μέτρηση ικανοποίησης εσωτερικού πελάτη τοπικής μονάδας υγείας
Internal customer satisfaction measurement of local health unit
Σαραφίδου, Ευαγγελία Δ.
SubjectΙκανοποίηση ασθενών ; Patient satisfaction ; Υπηρεσίες υγείας -- Διοίκηση και οργάνωση ; Health services administration ; Ιατρική περίθαλψη -- Ελλάδα -- Ποιοτικός έλεγχος ; Healthcare -- Greece -- Quality control
The actors, who consented to the success and effectiveness of an organization are always an essential aspect of the structure, robust operation and the rise of service output of the organization to end users / customers - internal (agency clerical staff) and external (public). Nowadays more and more apparent strong need for applying scientific methods to the in depth evaluation and measurement of quality of an organization. Believing that quality is inseparable from the sense of satisfaction, this work deals with the measurement of internal customer satisfaction with a local health units using multicriteria model. The first chapter refers to Social Security in Greece, analyzing the concept, its historical evolution, and all insurers. The second chapter then, is extensive reference to the Social Security Institute, in whose local branch was part of the research work. The third chapter in the quality of service efforts as well as the benefits of continuous improvement. The fourth chapter talks about the contribution of IT services quality in general and the important role that the insurance carrier IK.A. - ETAM. The fifth chapter refers to methods of improving the quality of health, stressing the need for TQM in the health sector. The sixth chapter discusses the concept of job satisfaction of internal customers and the importance of measuring internal customer satisfaction. The seventh chapter, is one of the most important methods of measuring satisfaction, the method MU.SA, which was used for the research part of this work. The eighth and final chapter, is hosting the research piece of work, the questionnaire used to learn useful information on the part of the evaluation of quality health services to reach useful conclusions - recommendations.