Service Quality in the Finnish Health Care System and Patients’ Decisions
youssef, Shaimaa (2020)
Lataukset:
youssef, Shaimaa
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061819130
https://urn.fi/URN:NBN:fi:amk-2020061819130
Tiivistelmä
Customer service is considered an important part of any organization and one which has a direct effect on the organization income and customer satisfaction toward organization efficiency. The value of organization services could change customer attitude. Each customer has his/her expec-tations and customer services could lead to memorable experiences, positive or negative ones and change customer perception towards what the organization offers. The customer or to be more specific healthcare patient, patient satisfaction is related to sharing in the decision making for treatment, care evaluation and cost reduction. The quality of health care services is of utmost importance to society and through research knowledge can be acquired about the importance of quality, concepts and its role in health care development and recommendations can be made to help in its improvement.
In this research the author examines the Finnish healthcare system provision and policy. Research is conducted on client types, preferences and rights, and an understanding of the client’s attitude towards healthcare services and factors affecting their decisions is desired. The author aims to investigate how much the quality of customer service in the Finnish healthcare system could affect customers decisions. Does the experience of challenges in customer services direct custom-er/patient from public healthcare services to private ones or vice versa? The purpose of the thesis project to offer guidance for healthcare professionals to improve the management of the healthcare system. Guidance includes the area which are valued by customers, the painful and joyful moments during the customer journey.
The author’s objectives during the research concern knowledge discovery; to know how much health care facilities put the quality factor in consideration, to be aware health care problems, to understand the different kinds of behaviors from the perspectives of professionals or clients, to summarize the most important elements which should be in any health organization to achieve a high level of quality and to decrease the gape between our needs and what are already offered by the health care.
In this research the author examines the Finnish healthcare system provision and policy. Research is conducted on client types, preferences and rights, and an understanding of the client’s attitude towards healthcare services and factors affecting their decisions is desired. The author aims to investigate how much the quality of customer service in the Finnish healthcare system could affect customers decisions. Does the experience of challenges in customer services direct custom-er/patient from public healthcare services to private ones or vice versa? The purpose of the thesis project to offer guidance for healthcare professionals to improve the management of the healthcare system. Guidance includes the area which are valued by customers, the painful and joyful moments during the customer journey.
The author’s objectives during the research concern knowledge discovery; to know how much health care facilities put the quality factor in consideration, to be aware health care problems, to understand the different kinds of behaviors from the perspectives of professionals or clients, to summarize the most important elements which should be in any health organization to achieve a high level of quality and to decrease the gape between our needs and what are already offered by the health care.