Faculty of Medicine Foča, University of East Sarajevo, Lukavica, Bosnia and Herzegovina
Faculty of Medicine Foča, University of East Sarajevo, Lukavica, Bosnia and Herzegovina
Faculty of Medicine Foča, University of East Sarajevo, Lukavica, Bosnia and Herzegovina
The quality of health services has become a priority in the modern health system, defined as a service that meets professional and patient needs by efficiently using resources and minimizing risks. The quality of health care implies the best possible outcomes, timely service, rational use of resources and application of appropriate procedures. Quality measurement includes dimensions such as availability, safety, continuity, effectiveness and interpersonal relationships, key to patient trust and satisfaction.
This literature review analyzes instruments for measuring the quality of health services and their importance for improving the system.
Satisfaction is not a sufficient indicator of quality, because patients are often unaware of their real needs and may demand inadequate treatments. Quality also includes economy and compliance with legal, ethical and contractual obligations of the healthcare institution. Major satisfaction factors include healthcare, communication, waiting time and patient education. Patient satisfaction should be measured regularly and used for continuous improvement of services.
The quality of health care is a continuous process that requires constant monitoring, evaluation and improvement to ensure the best possible outcome for patients.
Authors retain copyright. This work is licensed under a Creative Commons Attribution 4.0 International License. 
The statements, opinions and data contained in the journal are solely those of the individual authors and contributors and not of the publisher and the editor(s). We stay neutral with regard to jurisdictional claims in published maps and institutional affiliations.