QUALITY MANAGEMENT IN HEALTHCARE INDUSTRY

Quality healthcare is the subject of research and controversy for many years. On one side, it is seen as unreal and undefi ned and on the other it is seen as a term that is measurable and in some respects elusive. In any case, the existence of vast literature in the field of quality in healthcare is primarily related to clinical research. There are relatively few papers that relate to the development of public health programs, particularly primary health care. The process of improving healthcare is one of the basic elements of well-organized healthcare institutions. Patients, as well as end-users of health services, have a very important role in the implementation of healthcare, particularly in primary healthcare. How errors in healthcare are, primarily specific, cumbersome or inadequate processes, it is very important to, in time, adapt to different processes and techniques to improve these relationships in order to identify inefficient and inadequate health services and help to avoid the mistakes that have been associated with such the healthcare system defined. Therefore, patient safety is in the center of the imperative of healthcare quality. To determine their satisfaction or dissatisfaction, we conducted primary research on the experiences of patients to healthcare services on the primary healthcare level. Results of the survey will serve as a recommendation for the effective management of health care facilities, greater involvement of patients in decision-making, and the development of healthcare quality, with clear responsibilities and mutual reporting.