Анализ удовлетворенности пациентов качеством медицинских услуг в сети первичной медико-санитарной помощи как основных провайдеров услуг здравоохранения

Abstract

The purpose of the study: to study patient satisfaction with the quality of primary health care. Methods. An observational, descriptive, cross-sectional cross-sectional study was conducted using the Patient Satisfaction Questionnaire. We studied data on the gender and age composition of respondents, insurance status, social status, measured the satisfaction of respondents with primary health care doctors, access to medical care, nurses, service points and amenities. Separately, overall satisfaction with the services provided by the primary practice was measured. A total of 2080 people took part in the study. Of these, 1144 (55.0%) were women and 936 (45.0%) were men. The mean age (± SD) of the participants was 46 ± 8 years. The majority of patients - 1144 people (55.0%) had a higher education and had an income less than the calculated indicator. The vast majority of respondents (1872 - 90.0%) were insured. Results. The mean number of visits to a PHC facility (± SD) was 3 (± 1 visit) and the number of home doctor visits (± SD) was 1 (± 1 visit). 15% of the interviewed patients (312 people) had one or another group of disabilities. The vast majority of respondents (1456 people - 70.0%) were employed, 5.0% (104 people) were pensioners. Correlation analysis on overall satisfaction with the quality of medical care provided in the network of primary health care in Astana, depending on satisfaction with doctors, established a strong direct linear relationship between these variables (R2 = 0.917). Conclusions. Satisfaction with medical appointments has a strong influence on the degree of overall satisfaction with the quality of medical care. Most of the respondents positively assess the quality of medical reception.Key words: primary health care, patient satisfaction, Patient Satisfaction Questionnaire.