Marketing in health care
  • 2021 № 9 Independent assessment of the quality of medical care in a multidisciplinary hospital

    The assessment of the quality of the conditions for the provision of medical services from the patient’s point of view is an integral part of the management process of medical organizations within the framework of the implementation of the concept of patientoriented healthcare.
    The purpose of the study is to analyze the results of a patient survey as part of an independent assessment of the quality of medical care conditions in a round-the-clock hospital of a large multidisciplinary medical organization.
    M a t e r i a l s a n d m e t h o d s . As part of the independent assessment, the inpatient patients were surveyed using questionnaires approved by the Ministry of Health of the Russian Federation. A mathematical analysis of the results of the survey was carried out according to five criteria for assessing the quality of medical care conditions.
    R e s u l t s . The results of an independent quality assessment in the hospital allow us to assess the effectiveness of measures to ensure comfortable conditions for the patient’s stay and can be used in practical healthcare for organizing measures to eliminate defects and making strategically important decisions on the management of a medical organization.
    F i n d i n g s . The survey of patients allows not only to fulfill the requirements of the Ministry of Health of the Russian Federation on participation in an independent quality assessment, but also to identify “pain points” in the organization of medical care processes. The opinion of patients helps to focus attention on problematic areas in the activities of the Ministry of Health, which are often not noticed by the medical staff, gives an understanding of the effectiveness of innovations and reforms.

    Authors: Potylitsyn A. V. [2] Beniova S. N. [2] Lee M. V. [1] Kiku P. F. [1] Sabirova K. M. [1]

    Tags: hospital3 independent quality assessment3 patient satisfaction4 questionnaire survey3

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