This dissertation was written as part of the MSc in Executive MBA at the
International Hellenic University. It presents a two-part survey which was designed to
identify problems in the operation of diagnostic medical centers of the private sector
in the Greek territory in order to offer insights to managers of such organizations that
can be used towards the optimization of their work. Constant improvement is a secure
choice for a company which aims to obtain a competitive edge in the highly
antagonistic environment of healthcare services.
A customer’s satisfaction questionnaire was used to collect data regarding the
perceived quality of services and customers’ insights about aspects that could be
improved. 323 were answered out of 400 that were distributed. The collected
information was statistically analyzed and an Importance/Performance Analysis was
performed. Useful conclusions were made regarding customers’ need for competent
doctors, use of modern diagnostic techniques, better rendezvous scheduling system
and security in kept records. Additionally, a second questionnaire was designed and
used during personal interviews of 24 doctors working in diagnostic centers, as they
consist a crucial gear of their operation and their job satisfaction affects the quality of
offered services. Doctors outlined, among others, the importance of patients to them,
their happiness at work and the fact that they aren’t compensated adequately. During
the final stages of this work the accumulated data regarding customers’ and doctors’
satisfaction was combined and discussed and recommendations toward the managers
of diagnostic medical centers were made, aiming to organizational improvement and
optimization of operations.
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