REGIONINĖS LIGONINĖS KONSULTACINĖS POLIKLINIKOS TEIKIAMŲ PASLAUGŲ KOKYBĖS VERTINIMAS PACIENTŲ POŽIŪRIU

Abstract

This article analyzes the quality of healthcare services at a regional hospital’s outpatient consultation clinic. The objective
of the study was to evaluate the quality of healthcare services provided by the facility. The article discusses healthcare
service quality, criteria for assessing service quality, and the applicability of the SERVQUAL methodology in the
healthcare sector. An empirical study was conducted at the regional hospital’s outpatient consultation clinic by surveying
patients. The results revealed that patients hold a positive view of the quality of healthcare services provided by the
facility. Courtesy, tangibles, and safety received the highest ratings, while service accessibility received the lowest. The
study identified key areas for service quality improvement, specifically regarding the expansion of the range of available
medical specialists and the enhancement of communication regarding appointment confirmations.