ПРИМЕНЕНИЕ ПОКАЗАТЕЛЕЙ УДОВЛЕТВОРЕННОСТИ ГРАЖДАН ДЛЯ ОЦЕНКИ РЕЗУЛЬТАТИВНОСТИ ВНЕДРЕНИЯ СТАНДАРТА ОРГАНИЗАЦИИ МЕДИЦИНСКОЙ ПОМОЩИ, ОКАЗЫВАЕМОЙ В АМБУЛАТОРНЫХ УСЛОВИЯХ

Abstract

Significance. The patient-centered approach to organizing medical care is becoming more and more popular in medical organizations of any form of ownership. The experience of medical organizations that have applied these principles demonstrates increase in compliance and continuity of treatment resulting in higher effectiveness, which ultimately leads to a higher level of public satisfaction with medical care. Purpose. To evaluate effectiveness of implementing the Standard for organizing outpatient care delivery using indicators of public satisfaction. Material and Methods. In the Tomsk Region, in order to improve effectiveness of medical care organization, Standard for Organizing Outpatient Care Delivery in the Tomsk Region (hereinafter referred to as “the standard”) was developed and implemented. It was established by the Decree No. 817 of the Tomsk Region Healthcare Department on September 10, 2018. The Standard consists of 14 sections that regulate activities of polyclinic structural divisions and certain aspects of work organization in health care facilities. Satisfaction was evaluated among parents of patients in 24 health care facilities of the Tomsk Region (23 polyclinics with the assigned pediatric population and one clinical and diagnostic polyclinic Regional Children’s Hospital) in 2018-2019. Conclusion. The study results show that the level of satisfaction with medical care can be used as an indicator for assessing performance of medical organizations. It contributes to improving efficiency of interaction between healthcare professionals and patients, which is the key aspect in building a patient-centered healthcare model. Scope of application. The study results can be used by heads of medical organizations and regional health authorities to implement projects based on lean production, evaluate effectiveness of measures aimed at increasing public satisfaction with medical care.