Quality improvement of „N“ organization activities in optimazing processes

The objective: To show quality improvement opportunities of ,,N“ organization for optimizing the institution‘s processes. The research objectives: 1. To distinguish business processes occurring in organization „N“. 2. Evaluate business processes in terms of patients and staff in their organizations. 3. Identify process improvement opportunities. Methods of research: The research was carried out in primary health care center of Kėdainiai 2014. For the survey of the opinion of patients and health care professional’s anonymous questionnaire survey method was selected. 700 questionnaires were distributed to patients, 650 of which were correctly filled in and returned to continue the analysis. The response rate was 92.8 %. 85 questionnaires were distributed for workers, 65 of which were correctly filled. The response rate was 88.2 %. Results: Continuous business process improvement in activities reflects the quality of service delivery, patient’s expectations and satisfaction. The results showed that patients 94.77 % and employees 89.33 % agree that services provided are high-quality; 95.4 % of patients and 97.3 % of employess value treatment as high level and services as high quality. 88.2 % of patients and 92.0 % of employees would recommend their family doctor to their acquaintances 92.0 % of patients and 96.0 % employees would recommend institution to others. There were no statistically significant differences between patients 93.23 % and employees 93.33 % when assessing opinion on the information provided by the receptionist. Patients 69.38 % and employees 92.0 % positively value the information about preventive programs and additional research. The majority 81.86 % of patients were unhappy with the check-in to a family doctor, because they have to wait longer than 2 weeks. Findings: The main ongoing business process in institution’s were covered in this study, however analyzed was one, operational process acceptance in patients treatment facility. Patients and employees who participated in the questionnaire value positively occurring processes and service quality in the health care facility. Patients and employees value highly the quality of receptionist, family doctor, treatment rooms, a specialized doctor and the treatment and quality of. The necessary development of priority directions were provided: a further review of pre-registration problematic areas, analyze the reasons why the patients have to wait up to 2 weeks when registering in advance, the raising of awareness of communication aspects between physician and patient and of the health status, increasing satisfaction with health care services