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Healthcare Service Quality from the Point of Healthcare Providers’ Perception at the Time of COVID-19

Author

Listed:
  • Olivera Ivanov

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia
    Department for Radiation Oncology, Oncology Institute of Vojvodina, 21204 Sremska Kamenica, Serbia)

  • Zoran Gojković

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia
    Clinical Centre of Vojvodina, Department for Orthopedic Surgery and Traumatology, 21000 Novi Sad, Serbia)

  • Nenad Simeunović

    (Faculty of Technical Science, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Danijela Gračanin

    (Faculty of Technical Science, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Aleksandra Milovančev

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia
    Department for Cardiology, Institute of Cardiovascular Diseases of Vojvodina, 21204 Sremska Kamenica, Serbia)

  • Dejan Ivanov

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia
    Clinical Centre of Vojvodina, Department for Abdominal and Endocrine Surgery, 21000 Novi Sad, Serbia)

  • Marko Bojović

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia
    Department for Radiation Oncology, Oncology Institute of Vojvodina, 21204 Sremska Kamenica, Serbia)

  • Miloš Bugarčić

    (Faculty of Medicine, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Nikola Stojić

    (Faculty of Technical Science, University of Novi Sad, 21000 Novi Sad, Serbia)

Abstract

The pandemic of the Coronavirus 19 disease (COVID-19) has had significant impact on healthcare systems worldwide. The present study aims to investigate the service providers’ quality dimensions in public sector hospitals in the Republic of Serbia during the COVID-19 pandemic and to propose a sustainable model for healthcare improvement. The study was conducted from September 2021 to December 2021. A modified SERPERF quality measurement questionnaire was distributed to healthcare workers in nine secondary care public hospitals of the Serbian Autonomous Province of Vojvodina (APV). Six hundred one questionnaires were found to be complete in all aspects and compared to 528 questionnaires from the database of the Provincial Secretariat for Health Care obtained from healthcare workers before the COVID-19 outbreak. The present study suggests that supportive measures during the COVID-19 pandemic are effective and, from the providers’ perception, increase healthcare quality. Continual investment in healthcare would provide sustainable development of healthcare quality in the future, regardless of the pandemic conditions.

Suggested Citation

  • Olivera Ivanov & Zoran Gojković & Nenad Simeunović & Danijela Gračanin & Aleksandra Milovančev & Dejan Ivanov & Marko Bojović & Miloš Bugarčić & Nikola Stojić, 2022. "Healthcare Service Quality from the Point of Healthcare Providers’ Perception at the Time of COVID-19," Challenges, MDPI, vol. 13(1), pages 1-11, June.
    • Handle: RePEc:gam:jchals:v:13:y:2022:i:1:p:26-:d:832320
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    References listed on IDEAS

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    2. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    3. Slobodan Ćulafić & Tatjana Janovac & Saša Virijević Jovanović & Jelena Tadić & Jamila Jaganjac & Aleksandra Milošević & Aleksandra Bibić, 2021. "State Incentives and Sustainable Motivation System in the Health Sector," Sustainability, MDPI, vol. 13(24), pages 1-13, December.
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    Cited by:

    1. Magdalena Biel & Katarzyna Grondys & Ane-Mari Androniceanu, 2022. "A Crisis in the Health System and Quality of Healthcare in Economically Developed Countries," IJERPH, MDPI, vol. 20(1), pages 1-21, December.

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