20.500.12556/DKUM-75934 Kakovost storitev lekarniške dejavnosti na URI - Soča Quality of pharmaceutical services at the URI-Soča Izhodišča: Kakovost storitev zaznavajo in ocenjujejo »porabniki storitev (npr. pacienti)« ter predstavlja razliko med pričakovano in dejansko prejeto storitvijo. Kakovost storitev lekarniške dejavnosti je temelj uspešnega zdravljenja. V vseh državah EU ima visoko raven ne glede na obseg liberalizacije. Posledica so visoki poklicni standardi v farmacevtski dejavnosti. Zanimalo nas je, kakšna je kakovost dejavnosti, zadovoljstvo uporabnikov z lekarniško dejavnostjo in zadovoljstvo uporabnikov z lekarniškim osebjem. Metode dela: Magistrsko delo je sestavljeno iz teoretičnega in empiričnega dela. Na podlagi domače in tuje strokovne literature smo proučili in analizirali kakovost storitev lekarniške dejavnosti na Univerzitetnem rehabilitacijskem inštitutu Republike Slovenije - Soča. Z uporabo statističnih testov smo preverili konsistentnost posameznih sklopov vprašalnika, kakor tudi veljavnost merskih lestvic. Pri spremenljivkah smo opravili analizo opisne statistike in testirali normalnost porazdelitve s pomočjo Kolmorogov-Smirnovega testa. V nadaljevanju smo s parametričnimi in neparametričnimi testi preverili postavljene hipoteze (H1–H3), ki obravnavajo stopnjo zadovoljstva s kakovostjo lekarniške storitve. Rezultati: Pridobljeni rezultati izvedenih statističnih testov nam povedo, da so vrednosti višje od testne vrednosti. Izvedli smo tudi neparametrične teste, s katerimi smo preverili vrednost mediane in uspešno zavrgli ničelno domnevo. Na podlagi rezultatov lahko potrdimo zastavljene raziskovalne hipoteze. Zaključek: Ugotovitve raziskave predstavljajo pomembno izhodišče za oblikovanje rešitev s področja izboljšanja kakovosti storitev lekarniške dejavnosti in lekarniškega osebja. Background: The quality of services is perceived and evaluated by "service users (eg patients)" and represents the difference between the expected and actual service received. The quality of pharmaceutical services is the cornerstone of successful treatment. It has a high level in all EU countries, regardless of the extent of liberalization. The result are high professional standards in the pharmaceutical industry. We were interested in the quality of the service, how satisfied the users are with the pharmaceutical service and how satisfied with the pharmacy staff. Methods: It has two parts, the theoretical and the empirical part. Based on domestic and foreign professional literature, we have examined and analyzed the quality of pharmaceutical services at the University Rehabilitation Institute of the Republic of Slovenia – Soča. Using statistical tests, we checked / determined the consistency of the content of the questionnaire, as well as the validity of the measurement scales. The variables were analyzed by descriptive statistics and tested for normality of distribution using the Kolmogorov-Smirnov test. Hereafter we used parametric and non-parametric tests, we have tested hypotheses (H1 – H3) that address the level of satisfaction with the quality of pharmacy service. Results: The results of the performed statistical tests, tell us that the values are higher than the test value. We also performed non-parametric tests to verify the median value and successfully rejected the null hypothesis. Based on the results, we can confirm our research hypotheses. Conclusion: These kind of surveys/questionnaires, have a positive impact on solutions to improve the quality of service, satisfaction with pharmaceutical activities and pharmaceutical staff. kazalniki kakovosti standardi kakovosti merjenje kakovosti zadovoljstvo lekarna lekarniško osebje quality indicators quality standards measuring quality satisfaction pharmacy pharmaceutical staff true false false [T. Lahovič] Slovenski jezik Angleški jezik Magistrsko delo/naloga 2020-03-10 15:40:25 2020-10-30 12:42:37 2025-09-05 03:27:03 2020-10-31 03:16:22 2020 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 615.12:006.83(043.2) 31250179 URN:SI:UM:DK:6WFLZ6GZ MAG_Lahovic_Tjasa_2020.pdf MAG_Lahovic_Tjasa_2020.pdf 1 541071383166BB1F503F3B6E923B9BE4 48e96ee88243cb5f37f6ada009f6e5e5e9d5110b8c945a6e78557207fa7f49e9 4f6d4fe4-8964-11f0-8088-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=197571 Fakulteta za zdravstvene vede 0 0 0