2019 № 2 Organizational and methodological basis of the preliminary analysis of the work of outpatient clinics at the stage of the beginning the project «Lean polyclinic
In order to start optimization and structural transformations, the external (questionnaires of patients, n = 200) and internal audit (time-related studies, n=186) of the outpatient clinic participating in the implementation of the priority project «Creating a new model of primary health care». For this purpose, 5 interrelated processes are identified in which the patient participates in the receipt of primary health care: 1 process – «Record for outpatient admission»; 2 process – «Registration»; 2 process – «Waiting for reception »; 4 process – «Medical care of the patient». 5 process – «Analysis of the nearest and remote end points». It is shown that there is a need in the outpatient clinic for information and technical improvement of the polyclinic’s Internet portal; need to improve sanitation in public places; optimizing the activity of outpatient doctors to reduce waiting times in the queue (optimizing the workplace, analyzing the workload of medical personnel, reducing the time spent on medical documentation, personalized approach to patients). Overall, 82,4% of patients were satisfied with the work of the polyclinic, assessing it as «good» (76,5%) or «excellent» (5,9%). In the future, it is planned to monitor morbidity, disability and mortality indicators as a criterion for the effectiveness of the project.