4. The quality of the health insurance services – a common problem
of the public and private sectors
For healthcare insurance services, defining the concept of quality itself,
can represent a problem, especially because, although part of the public services
area, insuring health differs very much from other services alike due to the
following characteristics:
The unlimited demand of services, in conditions of limited financial
resources;
The sensitivity of health services users (clients), with a limited
influence over quality;
The presence off very well skilled specialists;
The large influence over life quality;
Satisfying complex needs: users’ (patients) expectations and requests,
contributors’ (insurance companies, public financial resources)
requests (Puksic, Goricanec, 2005).
If the 8402 ISO standard defined the quality as being the assembly of
properties and characteristics of a product or service that confer s to it the ability
to satisfy explicit or implicit needs, toda y it manifests tenden cies of enlarging
the sense of quality, in a way that it do esn’t only mean satisfying the clients but
also the general interest.
The situation reached a point where the 9004 ISO standard considered the
state should be involved in quality, because through it freedom is promoted,
gives a meaning to responsib ility, being in the same time an edification factor
for society and civilization.
好多都不通啊。。。