All articles by Zharkova E. V.
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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.
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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
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2018 № 8 Use of NPS method for patient loyalty assessment (ICDC experience)
This article studies the experience of the ‘Interregional clinical and diagnostic center’ (ICDC) in the area of patient loyalty assessment by the Net Promoter Score (NPS) method. The object: to find out the factors, which have an effect on patient loyalty towards a medical establishment. Materials and methods: analysis of scientific literature, ICDC statistic data of patient loyalty assessment by NPS method for 2016–2017 years. Total number of respondents: 1968 patients of ICDC. Results and conclusions: on the basis of analysis of patient responses the three factors that effect on patient loyalty were found out: “diagnostic and treatment processes”, “ethics and deontology of medical staff”, “service in medical establishment”. It is found that the largest proportion of critical remarks of patients is as¬sociated with the service in medical establishment. In turn the important aspects for “promoters” – patients with high loyalty, are the followings: quality of medical service, ethics and deontology of medical staff. Statistically significant differences were determined in medical establishment evaluation by patient groups who pays for medical service itself and who is treated by compulsory health insurance system. Representatives of these groups pay attention in their comments to different aspects of medical establishment activity. Therefore it is necessary to consider specific features of such patient groups in the arrangements considering the increase of patient loyalty