ОЦЕНКА ПАЦИЕНТАМИ КАЧЕСТВА МЕДИЦИНСКОЙ ПОМОЩИ В МЕДИЦИНСКИХ ОРГАНИЗАЦИЯХ ПЕРВИЧНОГО ЗВЕНА ЗДРАВООХРАНЕНИЯ г. СТАВРОПОЛЯ

Abstract

Significance. Improving satisfaction with primary care is among the priorities of the project "Lean polyclinic" - "Creation of the new model of medical organization providing primary care" (2017-2022) - "Development of primary health care system" (2019 - 2024). The project is about implementing principles of lean production in the healthcare system, primarily focused on patient needs and careful attitude to the time resource as the main value. According to the project passport, approved by the Government of the Russian Federation, the index of satisfaction of the population with activities of the Ministry of Health should increase from 45.7% to 70% by 2022. The purpose of the study is to assess satisfaction with primary care delivery within the framework of the "Creation of the new model of medical organization providing primary care", using a list of indicators of public satisfaction with activities of the Ministry of Health MO on a wide profile of outpatient care facilities and identify priorities for improvement of care delivery within the framework of the project. Material and Methods. Questionnaire survey of people visiting polyclinics. The number of respondents equaled to 506. The questionnaires were filled out in primary care facilities of Stavropol city, participating in the project. The respondents' answers were analyzed using the ratio between the share of those answered and the total number of the respondents calculating a weighted average satisfaction score on a five-point scale. Such approach allowed to rank attributes by their importance on each area of MO activity, to define "area" of the highest marks and "zones" of low patient satisfaction. The information-analytical system of primary analysis of risk factors - AnkProc, as well as Excel program were used for data input and processing. Conclusion. The survey participants rate the work of health care facilities participating in the pilot project rather high. 44.7% of the respondents were highly satisfied with primary care, 39.7% - mainly satisfied, which in total amounted for 84.4% of the excellent and good marks, while the share of the less satisfied and unsatisfied equaled to 7.7% and 1.4%, respectively. 6.5% of the respondents abstained from answering. The study has identified and ranked 17 parameters of work of primary care facilities, requiring correction and improvement within the framework of the project "Creation of the new model of medical organization providing primary health care" in Stavropol. Scope of application. The study results can be used by chief physicians of health care facilities, managers, executors of the project to identify mechanisms to increase public satisfaction with the most important for patients work parameters of health care facilities.