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- Title
EVOLUTION OF DUAL MANAGEMENT IN ORGANIZING AND EMPOWERING THE QUALITY OF SERVICES IN HOSPITALS IN NORTH MACEDONIA.
- Authors
Seferi, Liridona; Seferi, Zufer
- Abstract
The health sector in Macedonia has a crucial importance for economic development and represents one of the most important sectors in the country. Based on this specific importance, the development and management of human resources, especially the evolution of double management, is a necessity to be analyzed. Many researchers are evaluating and studying the methods that would affect the successful management of this sector as well as defining the leadership's role in developing the healthcare framework in quality management and service improvement. This research focuses precisely on this and aims to analyze the twofold contribution by the directors to the development of the healthcare framework to improve the quality and services in order to increase productivity and efficiency in the health system and health care institutions in North Macedonia . The object of the research is to analyze the situation of management systems using the method of comparing the past system and the factors that have contributed to the inclusion of more roles in health institutions during the various periods of time in the health system in North Macedonia and international standards and experiences . Also, the research facility aims to explain the motives and reasons why hospitals should be adapted to new management systems in accordance with the quality management regulations of health institutions. The research method will be based on the use of archive documents of the factual data collected by the researcher, the use of the method of interpersonal interviews with the directors and the working staff, thus attempting to best illustrate the quality management model and evolution of the director's role over the years. Analyzes and data results will be processed on the basis of the SERVQUAL,Benchmarking and Empowering model and raised hypotheses will clearly explain why these models or similar models should be implemented. During analysis, besides information and theoretical findings which are used as the basis of the research will be included a comparison method where the research is done by analyzing the regional hospital of Kichevo, Gostivar and Tetovo representing hospitals of different sizes by the professional staff and by the service delivery; where there is a clear distinction between the management tradition and the application of contemporary and traditional methods in their management. The double management contribution should be actively involved in all aspects of the institution, provide the necessary information and support each member of staff and patients and devote themselves to the mission of the organization. In health institutions, it is important to practice double leadership in the strategy of motivating the employees as well as improving the individual process of competency of the employees and the most efficient treatment of patients' needs.
- Subjects
NORTH Macedonia; QUALITY of service; MEDICAL care; SERVQUAL (Service quality framework); EMPLOYEES
- Publication
Knowledge: International Journal, 2020, Vol 41, Issue 1, p269
- ISSN
2545-4439
- Publication type
Article