Creative Commons

In today’s customer - driven market, patient as a health care customer, is changing and demands high quality by the healthcare service providers. This research was carried out in the Department of Ophthalmology (University Eye Clinic: UEC) , in University Hospital of Evrou, and specific ally for the service of a cataract surgery. The research was conveyed through observation, interviews and the use of a questionnaire after profound literature review. The objective of this research was to present the service design of a cataract surgery in the UEC using managerial tools such as flowchart , blueprint and personas, assess the process through performance metrics and recommend corrective actions in order to increase the quality of the service provided , especially in the context of a quality management tool, the ISO 9001:2015 standard. The analysis focus es also in the cost and reimbursement fees of a cataract surgery, and in the comparison of costs and reimbursements within Greece, Europe and USA, both for public and private sector. Cataract impacts the Health - related quality of life (HRQoL) of patients, therefore a psychometric questionnaire the EQ - 5D - 5L was used in order to recognize how cataract surgery affects the quality of patients’ life post operative. Data analysis and discussion highlight the increase in health state and status of patients after a cataract surgery. The quality in health services has two directions, one that applies on the quality during the process through which the service is provided and the second one that is about the medical outcome of the treatment. These two dimensions on quality are at the center of this research , which research approaches the cataract patients in UEC, tracks down their journey starting from the appointment until the surgery and follow them after the surgery to answer the question whether or not their quality of life had increased