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

Abstract

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.