Analiza procesa mednarodne akreditacije po standardu DNV v Termah Dobrna d.d.

diplomsko delo univerzitetnega študija Organizacija in management kadrovsko-izobraževalnih sistemov

Patricija Goubar (Avtor), Matjaž Maletič (Mentor)

Povzetek

Diplomsko delo je raziskovalna naloga, ki je potekala v Termah Dobrna, v času od 16.6.2014 do 20.3.2015. Namen diplomskega dela je obravnavati področje sistema vodenja kakovosti v zdravstvenih dejavnostih, kot tudi analizirati proces integracije standardov kakovosti v druge nivoje zdravstvenega varstva ter ugotoviti stopnjo učinkovitosti uporabe mednarodnega akreditacijskega standarda DNV. V teoretičnemu delu je predstavljen splošen pomen kakovosti z različnih vidikov, s poudarkom na kakovosti v zdravstvu, predstavitvijo mednarodnega akreditacijskega standarda DNV, predstavitvijo prednosti, ki jih zdravstvene ustanove pridobijo z uvedbo omenjenega standarda. Ravno tako diplomsko delo vključuje analizo procesa mednarodne akreditacije za standard DNV, ki je sicer zasnovan za bolnišnice, v Termah Dobrna, ki zagotavlja zdraviliško dejavnost. V raziskovalnemu delu smo ugotavljali zadovoljstvo pacientov z obravnavo v Medicinskem centru Term Dobrna in zadovoljstvo zaposlenih po akreditaciji za standard DNV. V obeh primerih smo uporabili metodo anonimnega anketiranja, kjer smo pri anketiranju pacientov prišli do ugotovitev, da so le ti visoko zadovoljni z zdravstveno oskrbo in terapevtsko obravnavo na ambulantnem ali zdraviliškem zdravljenju v Termah Dobrna. V sklopu anketiranja zaposlenih pa je bil rezultat nekoliko razdeljen: del vprašalnika, ki se je nanašal na osveščenost in na zavedanje pomena in pomembnosti kakovosti v zdravstvu ter poznavanju le te, je bil zelo dobro ocenjen. Prav tako so visoko mero zadovoljstva zaposleni pripisali tudi medsebojnim odnosom med sodelavci in naravi svojega dela, znotraj katerega si pripisujejo veliko mero strokovnosti in prizadevanja za varno in kakovostno obravnavo pacientov. Del vprašalnika, se je nanašal na odnos vodilnih do podrejenih, na organizacijo dela in na vodenje sistema kakovosti. Rezultati v tem segmentu kažejo na možnosti izboljšav, zlasti glede povečanja učinkovitosti celotnega sistema managementa kakovosti, kar je lahko ena izmed prihodnjih usmeritev vodstva organizacije.

Ključne besede

kakovost v zdravstvu;akreditacija;DNV;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2015
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[P. Goubar]
UDK:	658.562
COBISS:	7448851
Št. ogledov:	1979
Št. prenosov:	345
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	ANALYSIS OF THE INTERNATIONAL ACCREDITATION PROCESS ACCORDING TO THE DNV STANDARD IN TERME DOBRNA D.D.
Sekundarni povzetek:	The purpose of the thesis was to analyse the quality management system, especially from the perspective of the health care. In this regard the thesis examines the integration of the quality standards into the health care and health resort sectors with the particular emphasis on the Terme Dobrna. The focal point of the thesis was to analyse the degree to which the deployment of the quality management system meets or exceeds the requirements of Det Norske Veritas (DNV) standard. The theoretical framework of the thesis outlines the importance of the quality in the health care, presents the DNV international accreditation standard (DIAS). Alongside the theoretical background, the thesis also presents the benefits that organizations can gain from adopting the DNV standard. Additionally, the thesis outlines the international accreditation process and discusses the adoption of the DNV standard, which is primarily aligned with the health care sector, into the Terme Dobrna which is provider of the health resort services. The empirical part of the thesis includes the analysis of the patient satisfaction in the Medical centre of the Terme Dobrna as well as the satisfaction of the employees after the international accreditation process. The questionnaire was used to collect the date and to measure the satisfaction rate. The results showed that the patients are highly satisfied with the medical care and with the physical therapy care of the outpatient at the Terme Dobrna. The results have also showed that employees are aware of the importance of the quality and they recognize the essence of the patient-centred care. As revealed by the results building quality relationships with co-workers was considered as a crucial factor that enables quality and safe patient treatment. One cannot neglected also the importance of highly skilled employees that are the main element of the quality of the health resort services. The results suggested that there is also a room for improvement, especially considering the effectiveness of the quality management system which is the main responsibility of the top management.
Sekundarne ključne besede:	health care quality;accreditation;Det Norske Veritas (DNV) standard;quality indicators;self-assessment in health care;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	114 str.
ID:	8757045