Authors
Andreeva V. E.
Deputy Chief Physician for Organizational and Methodological Issues1
Preobrazhenskaya E. V.
Head, Scientific Department, physician-methodologist1
Cherkasova I. V.
Head, Consultative Polyclinic1
Belova N. V.
Deputy Chief Medical Officer1
1 - Federal State Budgetary Institution Federal Center of Traumatology, Orthopedics and endoprosthesis replacement of Ministry of Health of the Russian Federation (Cheboksary) 33, F. Gladkova street, Cheboksary, Chuvash Republic, 428020
Corresponding Author
Preobrazhenskaya Elena; e-mail: epreobrazhenskaya@orthoscheb.com
Conflict of interest
None declared.
Funding
The study had no sponsorship.
Abstract
Satisfaction of the population with the quality of medical care is one of the key indicators of the effectiveness of medical organizations and territorial bodies of state power. The article gives a brief overview of the normative documents regulating the management of the quality of medical care and conduct of sociological surveys of patients. Evaluation of patient satisfaction with the quality of clinics is carried out in many ways, including questionnaires. The purpose of the study is to analyze the opinions of hospital patients about the quality of treatment, comfort and services, satisfaction with medical care in general. The results are based on about 17 thousand patient’s questionnaires entered into the information system (IC) of the clinic, covering a 3-year period. We describe the survey process at different stages of treatment in the clinic. The questionnaires included questions about the organization of medical care, professionalism and human qualities of the staff, the level of information support, the quality of rehabilitation care and medical nutrition, the quality of medical care in general, the possibility of personal referral for treatment in the clinic in the future and possible recommendations to contact the center for relatives. The methods included automated processing of responses to 13 questions that has been exported from IP in the form of Excel files. The results of the study showed a high survey coverage of patients treated in the hospital – 84.43%. According to the results of the survey, up to 48.39% of patients waited to be hospitalized in the admission department from 1 to 3 hours. Most of the respondents stated that the price and quality of paid services were adequate. The satisfaction of patients with most aspects of the clinic's work was 97.5-99.7%. In general, all respondents are satisfied with the quality of medical care, 99% of patients are ready to refer to the clinic again if necessary and advise their relatives to be treated there. The study identified areas for improvement of work. A number of organizational measures have been taken to optimize the activity of the admission department, the medical rehabilitation department, improve patient information support, hospital conditions, comfort and service. The obtained results indicate the correct vector of development of the institution. The survey is an important tool for feedback from patients, meeting their needs and wishes, making management decisions and evaluating the results of actions to improve the quality of work.
Key words
survey of patients, satisfaction with medical care, quality of clinic's work
DOI
References
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