QUALITY OF MEDICAL SERVICES IN THE OPINION OF OLDER ADULTS WITH THE EXAMPLE OF MEDICAL FACILITIES OF THE SILESIAN VOIVODESHIP IN POLAND.

Purpose: The aging society poses new challenges to managers of medical facilities to ensure that older adults have adequate conditions and access to professional health care and provide them with opportunities to increase their level of satisfaction and improve the quality of their functioning in society. The aim of the survey was to examine the opinions of older adults aged 65 years and older on the quality of medical services and to identify the most important characteristics of the quality of medical services included in their assessment. Design/methodology/approach: The study used a diagnostic survey method based on a questionnaire technique that was addressed to older adults living in the Silesian Voivodeship. The survey was conducted in late 2022 and early 2023 and covered 128 older adults. Findings: The survey showed that older adults living in the Silesian Voivodeship rated the medical services offered relatively well. Older adults gave the highest ratings to the location of health facilities, the approach to patients, the efficiency of service, and the availability of services provided by primary care physicians. Research limitations/implications: Analysis of the survey of older adults’ opinions on the quality of medical services identified key areas in need of corrective actions, such as the availability of night and holiday care, the use of modern solutions, the need for additional fees for medical services, and the number of medical staff members in medical facilities. Practical implications: By measuring patient satisfaction, healthcare facilities gain information on how well their healthcare delivery meets patients' expectations and needs, and what in their services is a source of patient dissatisfaction. The results of the survey provide the basis for corrective measures to improve the services provided whereas the managers in healthcare facilities gain knowledge about the needs of older adult patients and areas requiring solutions to improve the quality of the services offered. Social implications: The use of information from the survey makes it possible, through changes, to adapt the care system to the needs of older adults and suggests a direction for further quality assurance measures in healthcare. Originality/value: The paper provides an introduction to the complex topic of improving the quality of medical services and achieving a sufficient level of satisfaction among older adults. [ABSTRACT FROM AUTHOR]