Evaluation of services received in healthcare institutions

Abstract

Ongoing global changes and rapid changes in situations lead not only to a change in business organization models but also to restructuring the supply systems themselves. This is especially relevant when analyzing the healthcare system since the supply chain must be flexible and resistant to unforeseen events; the best example is the COVID-19 situation. It is necessary to pay attention to the fact that the main focus in the health care system is and must be directed to the user of the service, i.e., the client/patient, the satisfaction of his needs, which means that the service provided must meet the client’s expectations. This article will examine how consumers perceive the services they receive in certain healthcare facilities. A standardized quality assessment questionnaire, Servqual, was used for data collection. The results are processed using statistical research methods. The results are expected to help analyze the critical points of the health system’s service supply chain, thereby improving service delivery quality.