Abstract | Marketing je temelj poslovanja svakog poslovnog sustava, dok funkcija marketinga izravno
utječe na prihode i dobit. Zahvaljujući marketinškim procesima i aktivnostima kreiraju se
proizvodi (usluge) dizajnirani prema potrebama i željama kupaca, te se informacije o njima
plasiraju u javnost. Putovanje je sastavni dio života svakog čovjeka, bilo zbog zadovoljstva,
posla, obiteljskih razloga, želje za učenjem, kulturoloških razloga. Noviji trend motivacije za
putovanjem izvan mjesta prebivališta je upravo putovanje motivirano zdravljem koje se može
jednostavnije označiti pojmom zdravstveni turizam. Zdravstvene ustanove su se zbog novih
trendova morale prilagoditi i drugačijoj kategoriji pacijenata, takozvanim zdravstvenim
turistima, koji osim zdravstvenih usluga potražuju još neke usluge poput prijevoza, turističkih
ruta, prehrane, zabave. Uspješnije su one zdravstvene ustanove koje su prepoznale potrebe
svojih klijenata (pacijenata) i primjenjuju noviji marketinški miks 7P koji osim proizvoda
(usluge), cijene, promocije i distribucije (mjesta), također obuhvaća i procese, fizičke dokaze i
ljude. Sva 3 novija elementa marketing miksa, analizom slučaja, pokazala su se iznimno
važnima za uspjeh zdravstvene ustanove, njezin razvoj i opstanak na sve zahtjevnijem tržištu.
Tržište zdravstvenih usluga je specifično jer odluka o odabiru načina liječenja i zdravstvene
ustanove ima direktan utjecaj na zdravlje i dobrobit čovjeka, stoga je važno informacije o
uslugama zdravstvene ustanove plasirati na jasan, transparenta, iskren i etičan način.
Marketinške aktivnosti postaju sve važnije, kao i sastavni dio poslovanja svih zdravstvenih
ustanova. |
Abstract (english) | Marketing is the foundation of any business system, while the marketing function directly
affects revenue and profit. Thanks to marketing processes and activities, client-oriented
products (services) are designed and informations about them are placed for the public. Travel
is an integral part of every person's life, whether for pleasure, work, family reasons, desire to
learn, cultural reasons. A recent trend of motivation to travel outside the place of residence is
health-motivated travel, which can be more easily described as health tourism. Due to new
trends, healthcare institutions had to adapt to a different category of patients, the so-called
health tourists, who in addition to health services require other services such as transportation,
tourist routes, food, entertainment. More successful are those healthcare institutions that have
recognized the needs of their clients (patients) and apply the newer 7P marketing mix which,
in addition to products (services), prices, promotions and distribution (places), also includes
processes, physical evidence and people. All 3 newer elements of the marketing mix, based on
this paper's case-study, proved to be extremely important for the success of the health
institution, its development and survival in an increasingly demanding market. The healthcare
market is specific because the decision to choose a treatment and healthcare institution has a
direct impact on human health and well-being, so it is important to place information about
healthcare services in a clear, transparent, honest and ethical way. Marketing activities are
becoming increasingly important, as well as an integral part of the business of all healthcare
institutions. |