Articles with tag: «patient satisfaction»

    Sociology of healthcare
  • 2022 № 3 Assessment of time spent by patients when visiting a medical organization

    The satisfaction of the population with medical care is considered today as one of the most important indicators of the health care system. At the same time, more and more attention is being paid to the time spent by patients in a medical organization when receiving outpatient care, as a factor affecting satisfaction with medical care in general.
    P u r p o s e of the study is to determine the opinion of patients about their time costs when visiting a medical organization that provides outpatient care.
    M a t e r i a l a n d m e t h o d s . The process of a patient’s referral to a polyclinic, a questionnaire for patients posted on the Internet on an open electronic resource Online Test Pad. The number of questionnaires is 509. Methods: analytical, sociological, descriptive statistics.
    R e s u l t s . During the surveys, respondents subjectively assess the time spent on various actions: communication at the reception desk, searching for an office, waiting for an appointment, etc., as well as the total time spent in a medical organization. In addition, the appearance at the polyclinic may be preceded by an appointment, which also takes time. Respondents were asked to estimate the total time spent in the polyclinic, as well as the time they are willing to devote to visiting it. The respondents’ assessment of the time spent shows significant time reserves: in the organization of an appointment and the work of the registry (clarifications, obtaining background information, obtaining coupons), navigation and, possibly, in the location of offices, in the organization of space in waiting areas.
    C o n c l u s i o n s . A tool for assessing the time spent by patients to receive care in a medical organization providing outpatient care has been developed and tested. There are significant differences in the length of time spent on making an appointment, including by phone and via the Internet. Significant reserves have been identified to reduce the total time required to visit the polyclinic. The developed tool is characterized by a short filling time, contains simple questions and allows you to quickly identify areas of necessary improvements.

    Authors: Senenko A. Sh. [7] Savchenko E. D. [5] Shelgunov V. A. [1]

    Tags: doctor’s appointment1 lean  technologies2 navigation in the polyclinic1 patient satisfaction5 patient survey2 patient time evaluation1 polyclinic4 primary health care14 registry1 waiting for an appointment1

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  • 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 satisfaction5 questionnaire survey3

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  • Management in healthcare
  • 2022 № 9 Identification of directions for improving the quality of medical services using SERVQUAL and IPA techniques

    Assessing patients’ expectations and perceptions of health care delivery is challenging. To understand the quality of health care delivery, a study was conducted related to how patients assess the expected and perceived quality of health care delivery in a district hospital. Modern methods of measuring patient satisfaction and its interpretation using statistical analysis methods allow solving problems of this type.
    P u r p o s e : development of approach to improvement of quality of medical services provision using results of measurement of satisfaction with quality of medical services provided to patients in inpatient conditions of regional level, using SERVQUAL technique; substantiation on built regression model of influence of certain aspects of patients’ perception of quality satisfaction.
    M a t e r i a l s a n d m e t h o d s . The materials of the study are presented in the form of the results of a medical and sociological study of 418 patients who received medical services in one of the medical organizations at the regional level. Methods of statistical analysis of patient questionnaire results, factor, regression analysis, Importance-Performance Analysis (IPA) were used.
    R e s u l t s . An analysis of the data showed that 54.3% of patients were quite satisfied with the services. A regression equation is constructed to calculate the degree of patient satisfaction depending on a number of aspects of health care delivery. According to the IPA method, a schedule of four-quadrant distributions of patient assessments has been drawn up, on the basis of which it is possible to form measures to increase patient satisfaction with medical services.
    F i n d i n g s . The use of the SERVQUAL technique allows you to measure satisfaction with the quality of medical services, and the use of the IPA technique allows you to interpret it and obtain useful information regarding the quality of medical services as an element of patient feedback in the quality management system of a medical organization

    Authors: Isaenkova E. A. [2]

    Tags: importance-performance analysis (ipa) technique1 medical organization50 patient satisfaction5 quality of services1 servqual technique1

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  • 2022 № 5 Review of lean practices in clinical laboratories

    The main role of clinical laboratory diagnostics is to obtain reliable, reproducible and timely results that help to make the right clinical decisions. As the literature review shows, there are a number of common problems for many clinical laboratories, such as: long turnaround times, high laboratory costs for consumables, insufficient level of satisfaction with quality of services received by patients and high number of complaints. The use of lean manufacturing can be one way of solving these problems.
    Purpose of the study is to summarize and analyze the literature regarding the application of lean manufacturing in clinical laboratories.
    Materials and methods. A literature review was performed using the following abstract databases: Web of Science, Scopus, PubMed, ScienceDirect, Mendeley, and NCBI. The depth of the search according to the time parameter had no limitations. The following keywords were used as search markers: “lean management”, “lean thinking”, “lean six sigma”, “lean tools”, “healthcare”, “health services”, “clinical laboratory”. More than 100 publications were analyzed, from which 28 most representative studies were selected.
    Results. The implementation of lean production methods provides a reduction in turnaround time, costs and errors in the clinical laboratory, reduces the contamination of biological material at the preanalytical stage and reduces waiting time for services and, as a consequence, reduces the number of patient complaints.
    Conclusion. The above results indicate that lean production methods can be used in laboratories to solve frequently occurring problems and demonstrate the effectiveness of their application in clinical laboratories.

    Authors: Shibalkov I. P. [8] Boykov V. A. [7] Kobyakova O. S. [13] Deev I. A. [8] Baranovskaya S. V. [4] Babeshina M. A. [2] Pavlova K. A. [1] Perfilyeva D. Yu. [1]

    Tags: clinical laboratory2 cost reduction1 lean  production6 patient satisfaction5 turnaround time (tat)1

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  • Management in health care
  • 2020 № 10 Possibilities of application of the toolkit for independent assessment of the quality of service providing conditions by medical organizations for analysis of effectiveness of system transformations at the ambulatory stage

    Successful achievement of goals of the national projects «Healthcare» and «Demography» is impossible without the
    active participation of subjects of the Russian Federation. At the same time, choice of optimal tools for assessing the transformations carried out on a regional scale is of particular importance. The aim of the study was to analyze the effectiveness of implementation of the Standard for the organization of outpatient care in the Tomsk region using tools for independent assessment of the quality of conditions for the provision of services by medical organizations. The results of the questionnaire survey of patients of medical organizations participating in the implementation of the project were analyzed before (2018, 896 patients from 18 medical organizations) and after (2019, 252 patients from 5 medical organizations) implementation of its main activities using the Questionnaire approved by the Ministry of Health of Russia. The informativeness of the questions of the questionnaire used to assess the effectiveness of a regional project depended on their nature. It is shown that the results of a questionnaire survey on issues affecting technical aspects of the process of receiving services (waiting times for an appointment with a doctor, research) should be interpreted comprehensively in combination with an assessment of technological indicators and data on the resource availability of the processes under study. Questions related to various aspects of patient satisfaction with the services received and the conditions for their provision showed positive dynamics in a number of parameters, indicating the effectiveness of the project implementation. The questions that concretize the object of satisfaction
    or dissatisfaction, in comparison with the questions involving an integrated assessment of the institution, were of great
    information content. The survey data obtained in the course of an independent assessment of the quality of the conditions for the provision of services in medical organizations can become an effective tool for an integrated assessment of the implementation of regional projects, allowing to determine the correctness of the selected directions of systemic transformations.

    Authors: Shibalkov I. P. [8] Boykov V. A. [7] Kobyakova O. S. [13] Deev I. A. [8] Baranovskaya S. V. [4] Suvorova T. A. [3] Protasova L. M. [2]

    Tags: effectiveness assessment1 independent quality assessment3 patient satisfaction5 questionnaire survey3

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