scholarly journals THE BASIC CRITERIA FOR SATISFACTION WITH THE QUALITY OF MEDICAL SERVICES PROVIDED TO CHILDREN IN YAKUTSK

2019 ◽  
Vol 6 (1) ◽  
pp. 132-138 ◽  
Author(s):  
I. P. Lutskan ◽  
E. A. Borisova ◽  
N. V. Savvina ◽  
A. D. Bravin ◽  
L. F. Timofeev ◽  
...  
Keyword(s):  
Health Care ◽  
Public Relations ◽  
Waiting Time ◽  
Medical Center ◽  
Medical Services ◽  
Sociological Research ◽  
City Hospital ◽  
Health Care Need ◽  
Medical Institutions ◽  
Management Procedures

Purpose. Population assessment of the quality and effectiveness of medical services, as well as the activities of medical organizations working with the child population in comparison with 2016–2017.Materials and methods. Sociological research in polyclinics of four large health care institutions of Yakutsk of the com­pared groups is carried out: Polyclinic No. 1–100 respondents, City hospital No. 2–60 respondents, City hospital No. 3–80 respondents, medical center of Yakutsk — 100 respondents. The study was conducted in 2016–2017. during the study, 340 respondents were interviewed, including 87% of women and 13% of men (the survey was conducted among parents and other legal representatives of minor patients).Results. The article deals with the issues related to the implementation in the activities of public health institutions of the Republic of Sakha (Yakutia) quality standards and evaluation of the results of their implementation in terms of pa­tient awareness of the service (availability, openness of information), comfort conditions of service, waiting time for the service, the attitude of staff to patients (courtesy, goodwill), competence of staff and the overall level of satisfaction with the service provided. Despite the fact that more than 60% of respondents are aware of the functioning of the official websites of medical institutions, only 15.8% of respondents used information about the services and how to get them posted on them. At the same time, three-quarters of respondents are aware of the possibility of remote appointment by phone or Internet. However, only 18.6% of them took advantage of these opportunities, and 56% did not resort to them. The greatest criticism is caused by the lack of medical report on the patients’ state of health –60.8% of dissatisfied surveyed parents chose this criterion. More than 40% of complaints are due to the fact that pediatricians have not given recommendations for diagnosis and treatment. More than half of the survived participants (54.5%) at the recent visit to a medical institution, received a medical service on the day of making an appointment. The average waiting time to visit a paediatrician is 76 minutes. Two-thirds of respondents complain about the lack of available sitting chairs. Almost half of the respondents indicate the lack of drinking water in medical institutions, Almost 80% of respondents are generally satisfied with the medical services received in the clinics of Yakutsk. More than 70% of respondents are ready to recom­mend their clinic to friends, acquaintances and colleagues.Conclusion. According to the results of the study, it was concluded that the organizers of health care need to readjust appropriately some management procedures of the organizations, in particular: patients’ attendance by specialists, public relations, personnel management, facilities and resources, in connection with the visitor’s basic rebukes.

scholarly journals Satisfaction with medical services as a factor of competitiveness of regional health care institutions

2017 ◽  
Vol 98 (2) ◽  
pp. 251-256 ◽  
Author(s):  
G V Gudimenko ◽  
R A Kondrashova
Keyword(s):  
Health Care ◽  
Medical Center ◽  
Public Health Care ◽  
Medical Services ◽  
Web Based ◽  
Health Care Institutions ◽  
Regional Health Care ◽  
Medical Institutions ◽  
Level Of Satisfaction ◽  
Private And Public

Aim. To conduct comparative analysis of patients’ satisfaction with medical services in private and public health care institutions, considering satisfaction as a factor of improving competitiveness. Methods. Analysis of satisfaction with medical services in two medical institutions in Orel was performed by means of survey of 300 patients and analysis of web-based feedbacks. The obtained quantitative data were processed, grouped and presented as a result of statistical observation. Results. According to the results of the survey of clients of the medical center «Sakara» it was found that almost 100% of patients were satisfied with medical services, and according to the web-based feedbacks 59.1% of patients were not satisfied with the services and stuff attitude. In polyclinic №2 according to the results of the survey about 70% of the visitors were satisfied, and according to web-based feedbacks 78.8% are completely unsatisfied. It was revealed that over time consumers marked down their assessment and sometimes they even became reverse. In this regard we identified the primary level of satisfaction - satisfaction, and secondary level - contentment (discontent). Primary satisfaction and subsequent contentment of consumers with medical services do not coincide and are not consistent. The explanation of this result lies in specificity of medical services, their duration and uncertainty of outcome. In the market of medical services in Russia satisfaction doesn’t often transform into customer loyalty, and therefore is not a source of profit. Between the parameters of satisfaction and customer contentment there is a gap due to the current efficiency of services and customer expectations. Conclusion. Medical institutions should constantly analyze satisfaction and contentment of consumers for wider and more justified understanding of their behavior, preferences and expectations; identification of medical instituion problems and their timely correction is one of the most effective mechanisms to improve competitiveness.

An effective strategy for the development of paid medical services in a medical organization

2021 ◽  
Vol 89 (3) ◽  
pp. 11-15
Author(s):  
Yu.V. Sulkina ◽  
◽  
N.V. Bolonyaeva ◽  
E.K. Gaponenko ◽  
E.V. Denisova ◽  
...  
Keyword(s):  
Health Care ◽  
Medical Services ◽  
Effective Strategy ◽  
Additional Source ◽  
Medical Organization ◽  
Additional Material ◽  
Health Care Institutions ◽  
Medical Institutions

The relevance of the development of paid services in health care institutions is mainly due to the interest of managers in the development of medical institutions, since the funds received are both a source of additional material incentives for employees and an additional source of equipment for the institution

Expert assessments of the problems of professional training of doctors

2020 ◽  
Vol 1 (1) ◽  
pp. 31-37
Author(s):  
O.A. Aleksandrova ◽  
◽  
A.V. Yarasheva ◽  
◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Professional Training ◽  
Medical Personnel ◽  
Educational Process ◽  
Medical Services ◽  
Sociological Research ◽  
Special Role ◽  
Expert Assessments ◽  
Additional Education

Background. One of the tasks of the state policy in the field of health care is to improve the quality of medical services for the population, to increase the requirements for the competencies of medical personnel, on the results of whose activities public health depends. In this regard, the efficiency of organizing the processes of basic training and retraining (additional education) of doctors acquires a special role. Purpose. Revealing urgent problems of professional training of doctors for the capital's health care. Materials and methods. Sociological research in the form of a series of expert interviews. Results. On the basis of the systematization of the information obtained by the authors in the course of the study, imperfections in the organization of the educational process in obtaining higher medical education are determined. Discussion. Professional training of doctors is a dynamically developing system, the effectiveness of which ultimately affects the quality of medical services provided to the population. Conclusion. Solving the problems associated with improving the content of curricula in medical universities, organizing the educational process and monitoring knowledge requires careful research and search for approaches that meet modern realities.

Service and quality of medical services

10.12737/8242 ◽  
2014 ◽  
Vol 8 (8) ◽  
pp. 3-12
Author(s):  
Елена Данилина ◽  
Elena Danilina ◽  
Екатерина Яковлева ◽  
Ekaterina Yakovleva ◽  
Татьяна Бутова ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Care Services ◽  
Health Care Organizations ◽  
Perceived Quality ◽  
Medical Services ◽  
Care Services ◽  
Medical Institutions

The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behaviors of consumers of budgetary medical services organizations, develop a model of consumer activities, which differs from the existing ones that along with the economic component the model is complemented with communication components. The approbation of the authors´ model for health care services shows a characteristic pattern of consumer activity of budgetary organizations. The article highlights the factors of subjective judgment of health care consumers in assessing perceived quality. Based on the study of patient satisfaction the authors develop a hierarchical model of the perceived quality of health services, as well as the place of services defined in the model.

scholarly journals Application of telemedicine services based on a regional telemedicine platform in China from 2014 to 2020: Longitudinal Trend Analysis (Preprint)

2021 ◽  
Author(s):  
Fangfang Cui ◽  
Xianying He ◽  
Yunkai Zhai ◽  
Minzhao Lyu ◽  
Jinming Shi ◽  
...  
Keyword(s):  
Chronic Diseases ◽  
Waiting Time ◽  
Regression Models ◽  
Senior Citizens ◽  
Medical Services ◽  
Telemedicine System ◽  
Medical Practitioners ◽  
Medical Institutions ◽  
Primary Service ◽  
Remote Consultations

BACKGROUND Telemedicine, a typical application combining information technology and medical services, breaks the operational model of traditional medical services and brings new opportunities and challenges to the medical industry. China promotes telemedicine with great efforts, and its practices in the deployment of telemedicine platforms and delivery of services have become important references for the research and development of telemedicine globally. OBJECTIVE Our work described in this paper focuses on a regional telemedicine platform that was built in 2014. We analyzed the design scheme of the platform and remote consultations that were conducted via the telemedicine system to understand the deployment and service delivery processes of a typical telemedicine system in China. METHODS We collected information on remote consultations conducted from 2015 to 2020 via the regional telemedicine platform that employs a centralized architectural system model. We employed graphs and statistical methods to describe the changing trends of service volume of remote consultation, geographical and demographical distribution of patients, waiting time and duration of consultations. The factors that affect consultation duration and patient referral were analyzed by multiple linear regression models and binary logistic regression models, respectively. The attitudes towards telemedicine of 225 medical practitioners and 225 patients were collected using the snowball sampling method. RESULTS The development of telemedicine in China shows a growing trend, and medical institutions located in less developed regions and senior citizens are the primary service objects. Cases of remote consultations are mainly with chronic diseases. At present, the importance and necessity of telemedicine are well recognized by both patients and medical practitioners. However, the waiting time needs to be further reduced to improve the efficiency of remote medical services. CONCLUSIONS The development of telemedicine in China is showing a growing trend, and medical institutions located in less developed regions and senior citizens are the primary service objects. Cases of remote consultations are mainly with chronic diseases. At present, the importance and necessity of telemedicine are well recognized by both patients and medical practitioners. However, the waiting time needs to be further reduced to improve the efficiency of remote medical services. CLINICALTRIAL The research does not involve experiments.

PATIENTS’ SATISFACTION WITH THE QUALITY OF MEDICAL SERVICES AT DIFFERENT STAGES OF THE PROJECT “LEAN HOSPITAL” IN TOMSK REGION

2019 ◽  
Vol 33 (4) ◽  
pp. 154-157 ◽  
Author(s):  
A. A. Solovyev ◽  
N. V. Kopysova
Keyword(s):  
Call Center ◽  
Medical Information ◽  
Medical Personnel ◽  
Medical Information System ◽  
Medical Services ◽  
City Hospital ◽  
Medical Institutions ◽  
Tomsk Region ◽  
Insufficient Number

The purpose of the study was to analyze the state of satisfaction of the population in the provision of medical services and to observe the changes taking place in this area in connection with the start of the national project “Lean Polyclinic”. The studies were conducted in the form of a questionnaire survey of patients of two medical institutions, namely: the Regional Public Health Institutions “Children’s City Hospital No. 2” and “B. I. Alperovich City Clinical Hospital No. 3”.The material of the study was the responses on paper of the interviewed patients. The average indicators of patient satisfaction with the received medical services were determined by means of statistical calculations. The survey was conducted at the start of the project in May‑July of 2017 and again in October‑December of 2017.Results. The initial survey revealed the presence of such problems as insufficient number of automated workplaces; heavy workload of the doctor when working in the Medical Information System of the Tomsk Region; imperfection of the card filing cabinet; insufficient number of racks for storing outpatient cards, front-office and back-office were located in the same room and did not have a partition, which created noise and interfered with the work of call-center operators; the need to contact the registry to get the outpatient card when the visit was previously assigned; difficult orientation of patients in the clinic; long-term preventive examination of children aged 1 year; mixed flows of healthy and sick patients; and lack of personnel. The repeated survey reflected the changes that occurred in connection with the start of the “Lean Polyclinic” project: the number of detected violations tended to decrease, which indicated the improvement in the quality of services and the improvement in the organization of medical personnel work.Conclusion. Thus, the present study established that the use of lean production technologies contributed to the quality of medical services and it had a beneficial effect on the processes of organizing the work of medical institutions. 

scholarly journals Spatial Organization of Hierarchical Medical Services within the City Proper of Tianjin, China: Towards Efficient Medical Alliances

2019 ◽  
Vol 11 (1) ◽  
pp. 229 ◽  
Author(s):  
Xuan Sun ◽  
Tao Sun ◽  
Yushan Jin ◽  
Ya Ping Wang
Keyword(s):  
Health Care ◽  
First Grade ◽  
Health Care Facilities ◽  
Third Grade ◽  
Medical Services ◽  
Chinese Government ◽  
Medical Institutions ◽  
Service Efficiency ◽  
The City ◽  
Different Levels

To address the low performance of health care service delivery in the half-market system, the Chinese government has begun to advocate the medical alliance (MA) recently. Instead of strict regulations on the procedure of diagnosis and treatment, flexible resource sharing among medical institutions of different grades inside each MA is encouraged. By now, many attempts have been made for MA establishment from different perspectives, but there is no effective model maturely developed. For the promotion of the spatial accessibility to medical services at different levels, it is important to organize the hierarchial medial services according to the distributions of different grades of health care facilities in a city. With the city proper of Tianjin as the study case, we explored the optimal establishment of MAs using the geographic information system (GIS). By means of the Voronoi Diagrams, the service regions of different medical institutions were precisely defined and the organizational structure of hierarchical medical services in MAs was determined. Through interpolation analysis, accessibility to different levels of medical services was measured, and on this basis, discussions were conducted on the service efficiency of the MAs. According to the results from Tianjin, (1) under the proposed organizational model for MAs, the fit of the service regions of the first grade and the other two higher grades of medical institutions was good. but the fit of the second and the third grade medical institutions was insufficient. (2) Although the overall service efficiency was excellent, there were still deficiencies in a number of the MAs. (3) Increasing the number of second and third grade medical institutions in specific regions near the city’s edge, as well as the number of first grade institutions, could further improve the performance of hierarchical medical services.

scholarly journals Marketing Development Strategies in the Medical Field

2021 ◽  
pp. 85-94
Author(s):  
Manana Maghradze ◽  
◽  
Ketevan Kutateladze ◽  
Ketevan Burduladze ◽  
◽  
...  
Keyword(s):  
Public Relations ◽  
Insurance Companies ◽  
Medical Services ◽  
Role Of The State ◽  
Medical Institutions ◽  
Medical Facilities ◽  
Marketing Activities ◽  
State Subsidies

The reduction of state subsidies, the control of expenditures by insurance companies, the introduction of ethical standards in medicine by health care institutions have increased the demand for additional investment. One of the important factors for increasing the competitiveness of private medical institutions and the sustainability of its activities is the formation of a marketing complex. In order to popularize the services of medical institutions, the main tools of the marketing communication system are used: advertising, public relations and so-called Synthetic means. Medical marketing cannot be considered as just developing good services and delivering it to customers. Medical facilities should also establish close links with existing and future clients. Marketing activities should ensure the creation of new medical services and the development of existing medical services. It is important to increase the role of the state in regulating the medical market in order to promote healthy competition among suppliers and the unwavering improvement of the quality of medical services.

scholarly journals FINANCIAL ASPECTS OF THE FUNCTIONING OF THE MARKET OF MEDICAL SERVICES AND PURCHASE OF MEDICINES

2018 ◽  
pp. 113-117 ◽  
Author(s):  
Tetiana Zheliuk
Keyword(s):  
Health Care ◽  
Health Care Quality ◽  
Care Quality ◽  
Regional Level ◽  
Medical Services ◽  
Health Care Quality Assurance ◽  
Medical Reform ◽  
Primary Health ◽  
Medical Institutions

The modern problems of formation of the market of medical services are analyzed. Attention is drawn to the resource provision of medical institutions, the provision of medical services and medicines in the context of medical reform. The effectiveness of the regulation of financial and price aspects of the provision of medical services through the program of state financial guarantees, the use of modern forms of procurement of medicines and medicines, the establishment of a tariff for medical services related to the provision of primary health care, quality assurance and availability of medicines has been analyzed. The approaches to improving the efficiency and quality of provision of medical services at the regional level are substantiated.

scholarly journals Medical sector: patient-oriented as a recipient of medical services

2021 ◽  
Author(s):  
A. Barzylovych
Keyword(s):  
Public Health ◽  
Quality Of Life ◽  
Health Care ◽  
Health Care System ◽  
Medical Services ◽  
Patient Orientation ◽  
Medical Sector ◽  
Medical Institutions ◽  
Market Relations

Problem setting. The active development of the service sector contributes to the growth of scientists’ attention to the concept of marketing relations, the center of which is a customer-oriented approach. This concept is especially relevant for the field of medical services, as the quality of these services not only forms aspects of patient satisfaction, but also determines their quality of life and longevity. The Ukrainian model of health care and the provision of medical services has recently been in the process of reform. The changes affect key elements of the functioning of the medical sector: transformation of the structure of the medical services market, aimed at increasing the share of the private sector, changing the principles and conditions of financing, improving the system of medical education and quality of health care. The insurance mechanism in the system of medical services is being reformed and the system of legal regulation of state medical institutions is being changed. One of the key tasks of the reform is to ensure the orientation of the health care system to meet the needs of patients in treatment. This necessitates scientific research in the interaction of two key aspects of medical service – the patient (recipient of medical services) and the medical worker (institution of medical services). Recent research and publications analysis. Ukrainian researchers have devoted their work to analyzing the needs of patients in the system of patient-medical institution and finding effective mechanisms for managing medical institutions to meet these needs. The analysis of patients’ opinions on the availability, satisfaction with the provision of medical services and health care reform was conducted by scientists Shkrobanets, V. Galkin researched the issue of improving outpatient therapeutic care as an urgent task of health care. English scientists S. Cavanagh and K. Chadwick identified the basic needs of public health. They analyzed the needs, aspirations and goals: welfare, quality of life and public policy in the field of medicine, and conducted applied research on the quality of life. However, given the realities of the development of the medical services market in Ukraine, patient orientation issues need to be explored in more depth. Highlighting previously unsettled parts of the general problem. Ukrainian patients face significant difficulties in obtaining medical services. In addition to physiological problems, there are psychological problems associated with the implementation of the choice among the complex processes of diagnosis and treatment. The greatest responsibility for health care processes lies with physicians, heads of health care facilities, and other health care providers who are aware of patients’ needs and are responsible for the functioning of the system. Their ability to identify problems and respond appropriately to public demand is fundamental to working in terms of their competencies. Thus, the competence of health professionals is a systemic factor that contributes to the patient’s receipt of high-level medical services. Paper main body. Modern market relations are subject to economic laws that are specific to management and are in conflict with the methods of administration. Medical care within market relations is a specific type of intangible production, filled with economic characteristics. In recent years, Ukraine’s medical sector has achieved significant results in overcoming the crisis that arose during the establishment of independence in all spheres of society, and, as a result of global social, political and economic changes, continues to be reformed. The essence of the current stage of health care reform in Ukraine is characterized by objective conditions under which medical services become a commodity, and the relationship between doctor and patient in its content begins to be defined as marketing with the predominant role of the patient. The introduction of economic criteria in the activities of the medical sector in modern market relations is determined by the need to develop the health care system. At the same time, the reform of health care delivery is being transformed into a system that regulates supply and demand in the health care market. Conclusions of the research and prospects for further studies. According to the results of the research, it is established that Ukrainian consumers average the patient’s focus on medical services. Among the key, unresolved issues that hinder the introduction of patient orientation are the insufficiently comfortable conditions of patients’ stay in inpatient facilities and treatment, insufficient effectiveness of treatment in general and the results obtained. Weaknesses include low awareness of health services in public health facilities, lack of focus on patient health, lack of psychological support for patients during treatment and rehabilitation, late delivery of services, and problems with non-compliance. This creates a field for new research to address the identified problems.

Sign in / Sign up

Export Citation Format

Share Document