Issue №1, 2019



Evaluation of the satisfaction of residents of northern regions with quality of medical services

T. V. Sidorovskaya, Nothern (Arctic) Federal University named after M.V. Lomonosov (Arkhangelsk, Russia)
S. L. Danilova, Nothern (Arctic) Federal University, named after M.V. Lomonosov (Arkhangelsk, Russia)

Full article 

DOI: 10.34130/2070-4992-2019-1-46-54

P. 46-54

The article proves that improving the quality of medical services is a priority task of public health institutions. One of the criteria for assessing the quality of medical care provided is the level of patient satisfaction with the results and conditions of medical services provided. The analysis of scientific domestic and foreign publications carried out by the authors shows that there is no unity of views on the definition of satisfaction criteria, there is a problem of validity of research methods, affecting the reliability of the results and the adequacy of the conclusions made on their basis. The evaluation results are influenced by demographic characteristics of patients, their socio-economic status, psychological state and other factors. The lack of a unified approach to measuring customer satisfaction and standard tools makes it impossible to compare the results of different organizations and regions. Low population density, uneven settlement, unfavorable climatic conditions and poorly developed transport infrastructure in the European North create additional difficulties in providing the population with affordable, timely and proper quality medical care. The analysis of satisfaction of consumers of medical services according to the existing methodology of monitoring of medical care in the state health care institution of Arkhangelsk on the basis of data of questioning of patients and written complaints of citizens on work of the medical organization is carried out. As a result, the strengths and weaknesses of the medical organization were identified. The greatest criticism of patients is caused by the material and technical condition of the clinics, the sanitary and hygienic conditions of hospital stay, drug provision, the lack of “narrow” specialists, the waiting time for a doctor's appointment and diagnostic studies. The conclusions are made and recommendations are given for improving the questionnaire in order to obtain a more objective picture of the results and the development of priority corrective and preventive measures. Regular research of patient satisfaction allows to identify areas for improvement and as a result to increase quality of services and the effectiveness of the medical organization.

Keywords: customer satisfaction, medical care, medical services, quality, assessment methods.


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For citation: Sidorovskaya T. V., Danilova S. L. Evaluation of the satisfaction of residents of northern regions with quality of medical services. Corporate Governance and Innovative Economic Development of the North: Bulletin of the Research Center of Corporate Law, Management and Venture Capital of Syktyvkar State University, 2019, no. 1, pp. 46–54. DOI: 10.34130/2070-4992-2019-1-46-54 (In Russian).