Articles with tag: «medical and preventive treatment facilities»

    Special opinion
  • 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

    Authors: Kupriyanov R. V. [6] Zharkova E. V. [3] Khairullin R. N. [5]

    Tags: medical and preventive treatment facilities2 nps1 patient loyalty3 promoters1

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  • Management in health care
  • 2020 № 3 Organization of cleaning service in a modern hospital (icdc case study)

    The experience of organization of cleaning service in a modern hospital is described in the article. It should be noted that one of the trends in designing buildings of modern medical facilities is increasing square footage per one patient. This tendency comes into contradiction to regulatory documents specifying established standards of junior medical staff work that leads to high and irregular work load for hospital attendants and cleaners of a medical facility. Labor division and creation a specialized cleaning service in the structure of the medical facility permitted to set cleaning apart into an independent area of operations, implement high standards of quality in indoor space cleaning and resolve the afore-referenced contradiction. This division of labor resulted in enhancement of degree of proficiency of cleaning service personnel in ICDC, and thus permitted amelioration of work quality and productivity of labor, which ultimately led to decrease of cleaning costs and had economic effect.

    Authors: Kupriyanov R. V. [6] Khairullin R. N. [5]

    Tags: architecture  of  health1 cleaning1 healthcare-associated  infection1 junior medical staff2 medical and preventive treatment facilities2 outsourcing4

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