ANALYSIS OF THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES DIMENSIONS AT THE TERTIARY LEVEL OF HEALTHCARE

Aldin Brajic (), Samira Dedic () and Saliha Brajic ()
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Aldin Brajic: University of Tuzla, Faculty of Economics
Samira Dedic: University of Tuzla, Faculty of Economics
Saliha Brajic: University of Tuzla, Faculty of Economics

Economic Thought and Practice, 2022, vol. 31, issue 1, 101-123

Abstract: The tertiary level of healthcare should provide highly specialized health service that includes the most complex methods and procedures of diagnosis, treatment, and rehabilitation. Accordingly, the quality of services at this level of healthcare should be at the highest level, and managers should own and implement a quality management system. The aim of this paper is to examine the relationship between the dimensions of the quality of health services at the tertiary level of healthcare in Bosnia and Herzegovina, measured from the perspective of healthcare users. The central hypothesis is: "There is a statistically significant correlation between dimensions of the health services quality at the tertiary level of healthcare in Bosnia and Herzegovina." The research was conducted through a survey on a stratified sample of 1,022 health services users of all 5 tertiary clinical centers in B&H. The research established a statistically significant correlation between the observed dimensions of health services quality: tangibility, reliability, response, security and empathy. The obtained results can be used by clinical management to implement a quality management system and improve healthcare services quality.

Keywords: tertiary level of healthcare; quality of services; healthcare users; descriptive statistics; correlation analysis (search for similar items in EconPapers)
JEL-codes: C12 C29 D19 I18 (search for similar items in EconPapers)
Date: 2022
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DOI: 10.17818/EMIP/2022/1.5

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