| Abstract [eng] |
The Universal Declaration of Human Rights (2006, Art. 25) states that "everyone has the right to good health". Only a healthy person can feel the quality in various areas of life, the fullness of life, and personal happiness. Each institution striving for the best quality of provided services implements a Quality Management System based on quality standards. It is a deliberate strategic decision of the institution's managers, which can ensure the institution's efficiency, effectiveness, and positive changes in the quality of provided services. Timely provision of necessary medical assistance increases survival, helps to ensure the further quality of human life and its fullness. Many foreign researchers have analyzed the quality of work (Yousefinezhadi, Mohamadi, Palangi, Sari (2015)),, evaluated and highlighted individual ambulance service quality indicators (Tozzo, Mazzi, Aprile, Rodriguez, Caenazzo (2018)), and focused on ambulance service efficiency and ambulance service availability. Unfortunately, no specific research about possible changes in ambulance service quality after ISO 9001 quality standards are applied, were found. This research analyzes the changes of quality of ambulance services after applying ISO 9001 standards in the institution that provides these services. One of the five largest lender in the provision of ambulance services, opened to innovations providing ambulance services in Lithuania was selected for this study – Public Institution Kaunas City Ambulance Station, which has implemented a computerized dispatching system and its quality management system operates based on quality standards LST EN ISO 9001: 2015 and LST EN 15224: 2017. Problem of the research: How is the quality of services provided by Public Institution Kaunas City Ambulance Station changing applying ISO 9001 standards? Research object: changes of the quality of ambulance services, while applying ISO 9001 standards. Aim of the project: to evaluate changes of the quality of ambulance services by applying ISO 9001 standards at Public Institution Kaunas City Ambulance Station. Objectives of the project: to perform a theoretical analysis of changes in the quality of ambulance services, applying ISO 9001 quality standards; to examine strategic documents and legal regulation of the quality of ambulance services in Lithuania; to investigate the changes in the quality of ambulance services by applying ISO 9001 quality standards at Kaunas City Ambulance Station. Research methods: analysis of scientific literature, analysis of legal documents and secondary data, semi-structured interview, and comparative analysis. Theoretical analysis has shown that ISO 9001 quality standards are most often implemented in healthcare institutions to change the services provided, including ambulance services. ISO 9001 standards cover all quality management system processes and help to form a systematic approach to ongoing processes, provide strategic planning and implementation guidelines, take on leadership, and identify and implement structural, organizational, clinical, and service evaluation processes. Documents of international organizations and strategies provide guidelines for implementing a 7 common EU health policy, but national legislation impacts the organization of ambulance services directly. They approve the structure of an institution, procedures of performance organization, mandatory tools and equipment, competency requirements for specialists and some criteria defining the quality of ambulance services. The study has shown that the quality of ambulance services in structural, organizational, clinical, and ambulance service evaluation processes has improved after applying ISO 9001 standards in the selected institution. The institution is also recognized internationally. Public Institution Kaunas City Ambulance Station practices could be adopted nationally while trying to improve ambulance services and to increase patients` satisfaction. The project consists of 90 pages, 21 tables, 15 figures, 12 appendices. 83 scientific resources and 65 information resources were used. |
