| Annotation: | Methods. The study employed methods of analysis and synthesis (to examine the content of the «quality» category based on its dimensions, attributes, and criteria), comparative analysis (to contrast different approaches to defining quality from the perspectives of researchers and stakeholders), as well as generalization, classification, and systematization of scholarly approaches. In addition, a systems approach (viewing quality as the result of the interaction among stakeholder interests, resources, processes, and outcomes), a process approach (examining the essence of the healthcare service delivery process), and conceptual modelling (graphical synthesis) were used to substantiate the factors influencing the quality of healthcare services and to develop recommendations for improving quality management systems in healthcare organizations. Results. The article generalizes approaches to defining quality in general and the quality of healthcare services in particular from the perspectives of key stakeholders (patients, medical personnel, healthcare organizations, the social security system, and the state), demonstrating that quality assessment in healthcare organizations is multidimensional in nature, combining clinical, organizational, and managerial components. Existing definitions of the category «quality of healthcare services» found in the literature are systematized, and quality is characterized as the result of the interaction among resources, the service delivery process, and achieved outcomes. The study also synthesizes the reasons for implementing quality management systems in healthcare organizations and the expected outcomes of their adoption, and it structures the factors influencing the quality of healthcare services by grouping them according to levels/sources of influence. Novelty. The study systematizes approaches to defining the quality of healthcare services within an organization from the perspectives of different stakeholders and proposes its interpretation as the result of the interaction among resources, processes, and service outcomes. It also structures the system of factors influencing healthcare service quality and presents a conceptual model of their interrelationships. Practical value of the study lies in the development of recommendations for improving quality management systems in healthcare organizations, particularly through the implementation of processbased and systems approaches and a focus on stakeholder interests. The findings can be used by managers to enhance operational efficiency and strengthen the competitiveness of the healthcare organizations under their supervision. |
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