THE ANALYSIS OF SELECTED PERFORMANCE MANAGEMENT INDICATORS IN THE PUBLIC HEALTH SECTOR IN SERBIA
DOI:
https://doi.org/10.46793/GlasnikDN18.1.059LJKeywords:
performance management, healthcare accreditation, healthcare quality indicators, patient satisfaction, employee satisfactionAbstract
The modern approach to measuring business performance is based on monitoring a set of Key Performance Indicators (KPIs) comprising financial, non-financial, and product or service quality performance. Non-financial and service quality performances are particularly significant for public health organizations operating in the non-profit sector, where profit is not the primary measure of success. To improve the quality of healthcare services and measure performance within the public health sector, various assessment models and mechanisms are utilized, including healthcare accreditation. Monitoring healthcare quality indicators, as well as evaluating patient and employee satisfaction, is conducted as a mandatory activity to enhance the quality of delivered healthcare services. The aim of this paper is to present the prevalence of healthcare accreditation and its impact on patient and employee satisfaction as selected performance management indicators in the public health sector. The research methodology involves a quantitative, secondary analysis of publicly available data based on accreditation records of healthcare institutions in the Republic of Serbia for the period 2011-2025, and a statistical analysis of patient and employee satisfaction data in public healthcare institutions in the city of Belgrade for the period 2011-2023. The results and conclusions may have practical significance for the healthcare system...
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National legislation:
Odluka o utvrđivanju standarda za akreditaciju zdravstvenih ustanova, "Službeni glasnik Republike Srbije", broj 28/2011
Pravilnik o akreditaciji zdravstvenih ustanova, drugih pravnih lica i privatne prakse, "Službeni glasnik Republike Srbije", broj 56/2019
Pravilnik o pokazatelјima kvaliteta zdravstvene zaštite, "Službeni glasnik Republike Srbije", broj 57/2007
Pravilnik o pokazatelјima kvaliteta zdravstvene zaštite, "Službeni glasnik Republike Srbije", broj 29/2010
Pravilnik o pokazatelјima kvaliteta zdravstvene zaštite i o proveri kvaliteta stručnog rada, "Službeni glasnik RS", br. 123/2021
Uredba o Planu mreže zdravstvenih ustanova, "Službeni glasnik Republike Srbije", brojevi 5/2020, 11/2020, 52/2020, 88/2020, 62/2021, 69/2021, 95/2021, 43/2023, 58/2023, 103/2023, 83/2024 i 101/2024
Zakon o zdravstvenoj zaštiti, "Službeni glasnik Republike Srbije", brojevi 25/2019, 92/2023 – Autentično tumačenje, 29/2025 – US)
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