Customer satisfaction in the context of medical laboratory services

Medicininių laboratorijų konkurencingumas tiesiogiai siejamas su jų gebėjimu nuolat ir nenutrūkstamai tobulėti, nuolat ir sistemingai tenkinti visų suinteresuotų šalių esamus ir numanomus poreikius. Klientų pasitenkinimo sisteminis tyrimas yra labai reikšmingas procesas, dėl kurio galima geriau identifikuoti organizacijos veiklos tobulintinas sritis ir pagerinti jos efektyvumą. Straipsnyje analizuojami vartotojų poreikiai ir lūkesčiai, naudojantis biomedicininių tyrimų laboratorijos paslaugomis, įvertinami plačiausiai naudojami paslaugų kokybės vertinimo modeliai ir jų taikymo ypatumai. Autoriai, remdamiesi literatūros analize ir atliktais tyrimais, pateikia vartotojų pasitenkinimo tyrimo ir vertinimo koncepcinį modelį, skirtą biomedicininių tyrimų laboratorijoms.Health care quality and its management is becoming one of health care priorities both in Lithuania and Europe as well as in the world. A medical service is composed by a provider represented by the medical staff and a framework that carries out their work. Quality and risk management systems concepts are becoming more widely used in their speech, by the responsible with those services at European and national level. Private medical laboratories competitiveness is directly related to the ability to consistently and continuously improve, a long time to meet all the stakeholders of existing and implied needs. Customer satisfaction survey in the private media is very important process, because the company can identify areas for improvement, as well as to assess the organizations successful. The article analyzes the most commonly used service quality evaluation models and their application possibilities customer needs and expectations through biomedical research laboratory. Based on the analysis of literature and authors conducted a study, the authors provide customer satisfaction survey conceptual model for biomedical research laboratories. A quality medical services can be attained through a rigorous and effective management