IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM IN MEDICAL OFFICES BASED ON THE IMPLEMENTATION OF INTERNATIONAL STANDARDS
DOI:
https://doi.org/10.32689/2523-4536/78-19Keywords:
quality management in medical offices, standardization, quality management system, certification of medical services, patient loyalty to healthcare institutions, competitiveness of medical offices, improvement of medical services, integrated approachAbstract
The article explores the theoretical foundations and practical aspects of implementing a quality management system in medical offices using international standards. It emphasizes the importance of integrating quality management systems to ensure a high level of efficiency, safety, and competitiveness of medical services, which is critically important for modern medicine, where patients are increasingly choosing healthcare providers based on their quality standards. The study outlines the role of quality systems in improving the overall patient experience and increasing their trust in healthcare institutions, which is a vital aspect of long-term relationships and customer loyalty. It evaluates methods for measuring loyalty through satisfaction, trust, and repeat visit indexes, which allows assessing the real impact of the quality management system on the relationships between medical offices and patients. A bibliometric analysis of publications in Scopus from 2000 to 2024 was conducted, revealing the main trends in the implementation of international quality standards in healthcare. The literature review confirmed the growing interest in the application of standards such as ISO 9001 and ISO 13485, which regulate quality in healthcare institutions. The analysis of the impact of certification according to international standards on increasing patient trust and loyalty was also carried out. It was found that certification of medical institutions according to international standards has a direct impact on increasing patient satisfaction and trust, which in turn contributes to repeat visits and positive recommendations from existing clients. To achieve these results, a case study method was used, which demonstrated the effectiveness of applying international standards in real-life conditions in specific medical offices. The implementation of international quality standards not only contributes to the improvement of medical services but also creates a solid foundation for developing sustainable relationships with patients and enhancing the image of healthcare institutions in the market.
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