摘要：The topic of this paper was human factor quality management for the purpose of achieving the quality of products and services in health tourism. In Croatia, health tourism is mostly practised in spas and special hospitals. The total of 6,618 beds and approximately 4,500 employees have been registered, in that about 50% of employees have secondary education, whereas only about 10% have higher education. Nowadays health tourism participates with only 1% in the total tourism revenue of the Republic of Croatia which represents a very small share; however, the total economic and social effects are much bigger. The existing structure of personnel working in health tourism cannot be considered as satisfactory, with respect to the present and future needs, for the increasingly more demanding and sophisticated consumer—guest. Health-tourism centres, which take care of achieving a high quality of their offer, must pay attention to and invest into education of its experts which is closely connected with the quality management. Education and motivation of employees must be conducted throughout the whole working period of employees. This paper aimed at explaining how to achieve this through the ISO 9001 Quality Management System standard. Due to this education segment, if the requirements of the ISO 9001 Quality Management System are not met, the standard will remain a dead letter and neither the high quality of products and services nor the positive effects of implementing the Quality Management System will be realised. The results in health tourism depend primarily on the quality of medical and other experts. The aim of this paper was to point to the necessity and the ways of managing the human factor in health-tourism centres for the purpose of achieving the quality of services as well as the business excellence of a health-tourism centre.
关键词：health tourism Quality Management System; quality and efficiency of human factor
