Evaluation of Quality Assurance in Pasvalys Hospital

Danguolė Jankauskienė, Rolandas Rastauskas


The main task of every health care institution is to provide accessible and good quality health service for the patients. Evaluation of the health service quality is actual and important for every institution, which is rapidly reforming its activity during this period. This is the topical recent problem of sustainable development of health care organizations. The goal of this work was to estimate health care service quality in Pasvalys hospital and to make suggestions how to improve it. The following research methods were used: analytical method for document anglysis (legal acts, scientific literature, and electronic information) and sociological investigation by surveing administration, doctors and patients opinion (by questioning 151 hospital employee and 127 patients). The results showed that the implementation of quality assurance system lacks systemic attitude and efforts to coordinate activity in the institution. Though patients evaluated hospital service quality rather well, evaluations of personnel were statistically significantly lower. Evaluating organization of the consistent patient service provision, the following shortcomings were found: one-fifth of the patients did not have a possibility to choose a doctor, every fifth patient was irritated by the noise made by other patients, one-third of the patients had their date of discharge being changed, one-third of the patients incurred additional expenses while hospitalized. Half of the hospital employees did not know quality assurance system well, its control without an auditor was done unsystematically and unplanned, hospital is lacking medical personnel, and half of the current personnel lacks time to communicate with patients, one-third of the personnel do not provide necessary information to the patients, one-fifth – do not know the patients’ rights, one-fourth of the nurses - do not have a proper opportunity to improve their qualification. As a result of the study, the hospital administration was suggested the whole sequence of organizational means to improve the quality assurance system.


quality of health care services; total quality; quality assurance; quality improvement; local audit

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"Public Policy and Administration" ISSN online 2029-2872 / ISSN print 1648-2603