Avtor/Urednik		Požgai-Horvat, O
Naslov		V prizadevanjih za višjo kakovost dela v Zdravstvenem domu Lendava - zakaj pa ne?
Prevedeni naslov		Striving for a higher work quality in the health centre in Lendava - why not?
Tip		članek
Vir		Bilt Ekon Org Inf Zdrav
Vol. in št.		Letnik 12, št. Suppl 1
Leto izdaje		1996
Obseg		str. 109-14
Jezik		slo
Abstrakt		It is an ever greater challenge to survive on the market also for a non-profit organization offering its services. How to satisfy a very demanding service consumer i.e. the patient, accustomed to a relatively high level of health safety, so that he actually gets what he wants, what the profession prescribes, and when he wants it, at a time when all the engaged in the assurance of health care (providers, consumers, finances providers, goverment) have their own aims, interests and tasks and strive for an improvement of health protection? As the providers are of crucial significance at the assuring of health services quality, the collaboration of management and health personnel is of a deciding significance, from the introduction to the implementation i.e. offering of quality services on each and every working place. A step-by-step introduction regarding the abilities and activity problems and a development of culture quality and good working relations are the most important viewpoints of a successful quality strategy. There could be active or passive resistance at each introduction of changes and quality supporting views are rather rare. Such views should be strengthened. Collabourers must become aware of the fact that quality complements their values and helps realize their expectations regarding the satisfaction on the working place, promotion etc.. To build up a quality as an integral component of the entire management process in an organization takes some years and the understanding of the employed. Quality means a constant changing and adaptation of management to the needs and expectations of consumers - patients - which is an endless process of improvement and correction of mistakes.
Izvleček		Obstati na trgu tudi neprofitni organizaciji, ki ponuja svoje storitve, postaja čedalje večji izziv. Kako zadovoljiti zelo zahtenvega uporabnika storitev, t.j. bolnika, ki je vajen sorazmerno visoke ravni zdravstvene varnosti, da bo dobil res tisto, kar si on želi in ob času, ko to želi in kar stroka predpiše, v času ko imajo vsi akterji pri zagotavljanju zdravstvenega varstva (izvajalci, uporabniki, financerji, vlada) svoje cilje, interese, naloge in želijo izboljšati zdravstveno zaščito? Ker so pri zagotavljanju kakovosti zdravstvenih storitev ključnega pomena izvajalci, je sodelovanje vodstva in zdrastvenega osebja odločilnega pomena od uvajanja do izvajanja, t.j. kakovostnih storitev na slehernem delovnem mestu. Najvažnejša vidika uspešne strategije kakovosti sta postopnost uvajanja glede na sposobnosti in probleme dejavnosti in razvijanje kulture kakovosti ter dobrih delovnih odnosov. Pri vsakem uvajanju sprememb naletimo na odpor, ki je lahko aktiven in pasiven oy. redko tudi na stališča, ki podpirajo kakovost. Te velja krepiti. Nujno je, da sodelavci zaznajo, da kakovost dopolnjuje njihove vrednote in pomaga uresničevati njihova pričakovanja glede zadovoljstva na delovnem mestu, pri napredovanju it. Izgraditi sistem kakovosti kot integralno sestavino celotnega procesa upravljanja v organizaciji zahteva nekaj let in veliko strpnost poslovodstva in razumevanje zaposlenih, saj pomeni kakovost stalno spreminjanje in prilagajanje poslovanja potrebam in pričakovanju uporabnikov - bolnikov - kot neskončen proces izboljŠevanja in odpravljanja napak.
Deskriptorji		QUALITY ASSURANCE, HEALTH CARE AMBULATORY CARE FACILITIES