ANALYSIS OF INDICATORS OF PATIENT SATISFACTION WITH MEDICAL CARE DEPENDING ON DURATION OF ACTIVITIES UNDER THE STANDARD FOR OUTPATIENT CARE ORGANIZATION

Abstract

Significance. In the modern healthcare paradigm, stipulating for a maximum patient-orientation, a comprehensive assessment of activities implemented can be ensured by studying opinion of patients and their level of satisfaction with a medical organization, as an integral criterion for their effectiveness Purpose. To conduct analysis of indicators of patient satisfaction with medical care depending on duration of activities under the Standard for outpatient care organization in the Tomsk region to develop proposals to increase customer satisfaction at the regional and individual facility level. Material and Methods. From March 1 to December 31, 2019, 2,729 parents of patients, who received medical services in 24 medical organizations in the Tomsk region (23 polyclinics with the assigned children’s population and one clinical and diagnostic polyclinic of the Regional Children’s Hospital) participating in the implementation of the Standard for outpatient care organization in the Tomsk region. Results. The proved of the effect of the duration of the impact of factors of organizational transformations, implemented as part of the implementation of the Standard for organizing outpatient care in Tomsk region, on the parameters of patient satisfaction with medical Care, highlighting measures with a quick (2-3 months) and delayed (5-8 months) onset of the effect, developed practical recommendations for increasing on the level of patient satisfaction in children's clinics. Conclusion. The new data obtained on the importance of the time factor for the implementation of measures when carrying of organizational transformations in the primary health care system, as well as practical recommendations formulated on their basis, should be taken into account when making managerial decisions all levels of the industry's functioning. Scope of application. The study results can be used in practical healthcare to select best measures aimed at improving conditions of medical care provision, their prioritization, planning targeted values of the monitored indicators of satisfaction.