The topic of this research is the analysis of user satisfaction with healthcare services, which represents a key indicator of the quality of the healthcare system. In times of increasing pressure on public healthcare, primarily due to an aging population and rising costs, understanding the user experience has become essential for improving the efficiency and accessibility of services. The purpose of this study was to examine the level of user satisfaction and identify the key factors that influence it. The reserach aimed to explore which elements of healthcare services are most important to users and to identify specific shortcomings and strengths. The results of the analysis, conducted among random users, revealed that users are generally satisfied with healthcare services, although they expressed dissatisfaction with waiting times, lack of understanding from healthcare staff, neglect of users needs and concerns, lack of responsiveness and high costs associated with private healthcare. Based on the findings, it is recommended to improve the waiting list system, as it remains one of the most significant shortcomings in public healthcare. By increasing the number of employees, the workload could be alleviated, allowing for quicker and more efficient service delivery. Furthermore, increasing employee motivation (e.g., through higher salaries) and enhancing training is crucial, as employee engagement and professionalism have a significant impact on the user experience. In the long run, such improvements would contribute to higher user satisfaction, greater system efficieny, and a reduction in costs related to dissatisfaction and errors in patient care.
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