2017 № 3 Experience of implementation of the call-center in activity of the budgetary medical organization (on the example of ICDC)
This article presents a comparative analysis of two approaches for the telephone contacts management in a medical organization. The «traditional» model of the phone calls management in a medical institution and a model with the use of «call center» are considered. The advantages and disadvantages of these models are described. Specificity of the phone calls in a medical organization is disclosed. The «call center» activities analysis is carried out using the example of Interregional Clinical Diagnostic Center (ICDC), Kazan. The conclusion about the necessity of development of an information flow management system in a medical organization is drawn.
2018 № 3 Organization of alimentary therapy: outsourcing or own nutrition service? (case study)
An analysis of experience of alimentary therapy organization in Interregional Clinical Diagnostic Center (ICDC) is presented in the article. The aim of the article is to study conditions and factors of outsourcing efficiency by the organization of alimentary therapy in healthcare institutions. Materials and methods: review of scientific literature, study and analysis of statistical data on ICDC performance in 2007–2016. Specific features of alimentary therapy outsourc- ing are contemplated, reasons for organization transfer to outsourcing and conditions of its efficiency are highlighted in the paper. Two patient feedback instruments to appraise quality of nutrition are proposed and time tested: monitoring of quantity of waste and patient satisfaction assessment. A benchmarking study based on the quality coefficients data of clinical nutrition prepared by own efforts and submitted to outsourcing is conducted. Efficiency of feedback instru- ments for the organization of alimentary therapy for patients of Neurosurgery and Neurology Departments is shown. Conclusions: Outsourcing as an approach to clinical nutrition organization has a right to existence, however before its implementation a comprehensive risk-benefit analysis of this decision should be carried out. As the experience of ICDC has showed, alimentary therapy outscoring is not always the best solution for a healthcare institution. Clinical nutrition outsourcing entails additional risks, which have to be minimized and managed, that is not often possible in real life situations. The experience of ICDC suggests that clinical nutrition organization by own efforts is able to meet competition in comparison with specialized third-party contractors and besides has its advantages as it considerably reduces risks
2018 № 5 Patients satisfaction evaluation in healthcare organization (ICDC experience)
This article studies the experience of the ‘Interregional clinic and diagnostic center’ (ICDC) in the area of patients satisfaction level evaluation and the specific character of satisfaction evaluation in healthcare. The object: to find out frameworks in the patients satisfaction evaluation. Materials and methods: analysis of scientific literature, statistic data of the patients satisfaction evaluation and results of medical and economic activity of the ICDC. Results and conclusions: it was found out that the biggest amount of strong correlations have 4 components of survey on satisfaction evaluation: ‘Professionalism of doctor’, ‘Attitude of doctor’, ‘Appearance of doctor’ and ‘Results of surgi¬cal treatment’. The presence of big amount of strong correlations between these and others components allows us to draw a conclusion about systemic character of these components in the satisfaction structure. A significant effect of external subjective factors on the results of patient’s satisfaction evaluation was observed, such as politeness, tactfulness of doctor and nurse, their appearance. It was determined that the level of patients evaluation is associated with figures of economic activity of a healthcare institution. There is a strong positive correlation between them