Assessment of Customer Satisfaction with Public Health Services

Ivana Skarica
Additional contact information
Ivana Skarica: Teaching Institute of Public Health of Primorje-Gorski Kotar County, Croatia

from University of Primorska Press

Abstract: Bearing in mind the importance and contribution of quality systems for every organization business, this paper is designed to investigate the application of one of the fundamental quality principles in the field of public health – customer satisfaction. The aim and purpose of the research is to determine whether the implementation of quality management system (in particular the accreditation of testing laboratories according to standard ISO/IEC 17025 and certification according to standard ISO 9001) leads to increasing the customer satisfaction with public health services, or better said, to establish how customers perceive public health services after accreditation and certification according to stated standards. Namely, in year 2007, Teaching institute of public health of Primorje-gorski kotar county accredited its testing laboratories for food, waters, waste eluates, ambient air, objects of common use, sediments and soils, for the first time. Few years later, all organizational units of Teaching institute of public health of Primorje-gorski kotar county were certified according to the standard ISO 9001. Since the first accreditation in year 2007, the assessment of customer satisfaction with public health services is carried out every year. Considering that the accreditation standard ISO/IEC 17025 as well as the basic quality standard ISO 9001 are two most commonly implemented quality systems in Croatian public health care institutions whose entire content is directed towards service users and accomplishment of their satisfaction, it is assumed that the implementation and maintenance of quality management system according to stated standards will enable the achievement of higher level of customer satisfaction with public health services. In order to determine the level of customer satisfaction with public health services, respondents have evaluated the level of satisfaction for each of the statement listed in a questionnaire. Data regarding previous 9 years have been summarised and presented. Results of the conducted research show that implementation of accreditation standard ISO/IEC 17025 and the certification standard ISO 9001, lead to increased overall customers satisfaction.

Keywords: customer satisfaction; quality systems; ISO/IEC 17025; public health (search for similar items in EconPapers)
Date: 2017
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.hippocampus.si/ISBN/978-961-7023-71-8/3.pdf full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:prp:micp17:35-47

Access Statistics for this chapter

More chapters in MIC 2017: Managing the Global Economy; Proceedings of the Joint International Conference, Monastier di Treviso, Italy, 24–27 May 2017 from University of Primorska Press
Bibliographic data for series maintained by Alen Jezovnik ().