| Abstract [eng] |
The demand for the quality of medical services is influenced by factors relevant to contemporary societies, such as advancing medical technologies, the increasing prevalence of chronic illnesses in an aging population, and the need for financial resources to ensure the functioning of the system. The quality of healthcare and its management have become one of the main priorities of healthcare in Lithuania and other European and world countries. The object of the master's thesis is the assessment of the influence of the technical and functional quality of medical services on the external effectiveness of private healthcare institutions, using the Ferguson model for evaluating the quality of medical services and analyzing its suitability for such evaluation. The purpose of the study is to analyze the literature on the quality of services in healthcare institutions and to evaluate the influence of technical and functional quality on the external effectiveness of private healthcare institutions and to verify the widespread suitability of the Ferguson model for evaluating the quality of medical services. The methods used in the study were: a) a literature analysis to analyze and define the influence of the technical and functional quality of medical services on the external effectiveness of services and to prepare a conceptual research model; b) a questionnaire survey based on the Ferguson questionnaire - model. The survey was conducted virtually, on the website www.manoapklausa.lt. The studied group is unique - it is the employees of a company who, due to the favorable policy of incentives in a private medical institution, are both employees of the institution and patients (i.e., users of the medical services provided there). 116 responses were collected during the master's thesis research.); c) statistical methods for processing quantitative data: descriptive statistics, regression analysis, Cronbach's Alpha for evaluating the suitability of constructs, interpreting the data collected during the study and testing the hypotheses raised. The main hypothesis that both technical and functional quality of services have a positive influence on external effectiveness was tested in the study. The conclusions and recommendations were presented after the study was completed. Keywords: medical services, technical quality, functional quality, external effectiveness, private healthcare institutions, Ferguson model. |
