Молодежный инновационный вестник

2415-7805

Федеральное государственное бюджетное образовательное учреждение высшего образования "Воронежский государственный медицинский университет имени Н.Н. Бурденко" Министерства здравоохранения Российской Федерации

8142

INDEPENDENT ASSESSMENT OF THE QUALITY OF THE CONDITIONS FOR THE PROVISION OF SERVICES IN AN INPATIENT MEDICAL ORGANIZATION

Kostennikova

Kristina Mikhailovna

kristina.kostennikova@yandex.ruhttps://orcid.org/0000-0003-1572-6253

Voronezh State Medical University named after N.N. Burdenko

20042023

12S2495498

30012023

26022023

2023

One of the key points in the implementation of the management of medical organizations is the assessment of the quality of conditions for the provision of medical services. This assessment shows the level of compliance of the actual conditions of medical care with those that would satisfy the needs of patients, which is important in the context of a patient-oriented line of work. Goal. Improving the quality of services in a hospital-based medical organization, which can be achieved by developing a questionnaire for patients undergoing inpatient treatment in medical organizations of various profiles. Methods. A questionnaire was developed, the questions of which were grouped into certain blocks, taking into account one or another criterion. After that, calculations were carried out to determine the final result. Results. Conducting a survey among patients staying in a medical hospital revealed that 75% of respondents are satisfied with the quality of medical care conditions. In addition, comments were revealed in the organization of the work of the medical organization. Conclusion. By collecting information from patients, certain areas were identified in the further work of health care organizers that will help improve the quality of medical services provided in order to solve existing problems.

independent quality assessmentquestionnairepatient satisfactionhospital

независимая оценка качестваанкетированиеудовлетворенность пациентовстационар

The assessment of the quality of the conditions for the provision of medical services determines the compliance of the actual conditions for the provision of medical services with the needs of patients, which is important in the context of a patient-oriented line of work. The opinion of patients is largely decisive, since it is they who can assess the conditions of stay in the hospital of a medical organization and conclude whether the stay is comfortable for them [1]. The satisfaction of patients staying in the hospital is based on a number of criteria, the main ones are: awareness of patients about the medical services provided, comfortable stay in the hospital, especially taking into account the fact that some nosologies require long-term treatment in a medical organization [2,3]. And also, importantly, the priority for patients is the polite attitude of the medical staff towards them, the willingness to give them sufficient attention. Purpose Improving the quality of services in a hospital-based medical organization, which can be achieved by developing a questionnaire for patients undergoing inpatient treatment in medical organizations of various profiles. Materialsandmethods This paper analyzes the literature on the quality of inpatient care to the population, sociological studies aimed at improving the quality of medical care. Regulatory documentation related to the provision of inpatient care was studied. The questionnaire was developed in accordance with the following requirements: the questions in the questionnaire should be as simple and understandable as possible so that patients with different levels of education could answer them. The grouping of questions should correspond to certain blocks that take into account one or another criterion. Patients should be able to leave their suggestions on the work of this medical organization. After that, in accordance with the Order of the Ministry of Labor and Social Protection of the Russian Federation No. 344n dated 31.05.2018, calculations are carried out to clarify the final result [4,5]. Questionnaire for assessing the quality of conditions for the provision of medical services for patients staying in the hospital: 1. Information accessibility about the medical organization. 1.1. Is the declared information about the implementation of the activities of the medical organization relevant to the characteristics indicated on the available information platforms? (yes/no) 1.2. Does the available information comply with the procedures established by the legislation of the Russian Federation? (yes/no) 1.3. Is there a form on the website of the medical organization for submitting an application in electronic form? (yes/no) 1.4. Is the uninterrupted functioning of remote methods of interaction with recipients of medical services carried out on the website of a medical organization? (yes/sometimes/rarely/no) 2. The comfort of the terms of service. 2.1. Are you satisfied with the time spent waiting while receiving the necessary medical services? (yes/no) 2.2. Are you satisfied with the sanitary condition of the premises? (yes/no) 2.3. Does the timeliness of planned hospitalization meet the requirements of the state guarantees program? (yes/no) 3. Goodwill of medical workers. 3.1 Are you satisfied with the attitude (benevolence, politeness) of the hospital staff of the medical organization? (yes/no) 3.2 Was the requested information received during communication with medical personnel? (yes/no) 3.3 Were there competent medical workers when contacting a medical organization using remote technologies, for example, telephone, e-mail? (yes/no) 4. Accessibility for persons with disabilities. 4.1. Is the adjacent territory of the medical organization equipped with parking spaces for the disabled? (yes/no) 4.2. Are there ramps, extended doorways, bells, handrails taking into account accessibility for the disabled? (yes/no) 4.3. Is the text information duplicated in Braille? (yes/no) 4.4. Is there a sign language interpreter in the medical organization for the convenience of persons with hearing disabilities? (yes/no) 4.5. Are there special functions on the website of a medical organization that help hearing and vision disabled people to use this site? (yes/no) According to the indicators stated above, it is possible to judge satisfaction with the quality of conditions for the provision of medical services [6]. In order to increase these indicators, measures should be taken that could increase the level of comfort during the patient's stay in a hospital of a medical organization. In addition, it is necessary to provide patients with the opportunity to offer their own ideas in order to increase patient satisfaction. Conclusion When analyzing the results obtained during an anonymous survey among 50 patients undergoing inpatient treatment in a medical organization, it was revealed that 75% of respondents were satisfied with the quality of medical care conditions. But there were also comments - patients noted interruptions in the operation of the website and a long wait for the operator's response when calling a medical organization. These problems need to be solved and can help to improve the quality of conditions for the provision of medical services. In order to increase the indicator of "Information accessibility about a medical organization" in modern conditions, it is necessary to improve the website for patients to receive a full amount of information, convenient navigation. The presence of such an item as a feedback form will help in ensuring quick and convenient interaction with a medical organization. The site should be simple and understandable even by insecure users. The "comfort of the terms of service" can be improved by reducing the waiting time. The registration of an electronic medical card, as well as the possibility of electronic verification of hospital admissions, will help to cope with this. In addition, the level of comfort for patients will be significantly affected by the availability of a sufficient number of sanitary rooms, if necessary, additional equipment. In order to increase the comfortable stay of patients awaiting hospitalization and consultations of specialist doctors, timely repair and renovation of furniture is necessary. "Accessibility of services for the disabled" can be ensured by introducing medical personnel accompanying the disabled, purchasing replacement wheelchairs for use in hospital walls, increasing the number of sanitary units equipped for the disabled. The presence of markings for vehicles belonging to disabled people on the territory adjacent to the medical organization will be convenient for patients. A very effective solution would be to involve representatives of the disabled society to identify shortcomings in the organization of conditions for people with disabilities. An increase in satisfaction in accordance with the criterion of "Goodwill of medical workers" can be achieved by holding seminars with medical workers with the invitation of psychologists, medical conferences, conducting conversations in the field of ethics and deontology. When interacting with patients through personal contact, telephone conversation or via e-mail, it is necessary to answer their questions as easily as possible and in a language understandable to the patient, avoiding ambiguous formulations and terms. This will allow you to establish a favorable climate in the hospital of a medical organization. The introduction of speech modules will help to avoid problematic situations, to achieve effective and safe communication. Improving the quality of services in a hospital-based medical organization is carried out by reorganizing medical care. This is possible with the allocation of a three-stage system of medical care: specialized, specialized high-tech and innovative. In addition, high results are achieved with the restructuring of the bed stock, while a certain number of beds are allocated for the provision of emergency care and intensive treatment, as well as beds for rehabilitation and post-treatment of patients. The development of palliative care and the implementation of long-term patient care is not a little important in improving quality. Taking into account these areas, it is important to standardize the provision of medical care for the above types of medical care, standards for equipping the relevant departments and professional development of medical personnel in these areas. Discussion Conducting a survey among patients staying in a medical hospital allows you to identify "problem areas" in the management of a particular medical organization. By collecting information from patients, it is possible to identify certain areas in the further work of health care organizers that will help improve the quality of medical services provided, evaluate the effectiveness of measures that have been implemented to solve existing problems. With an objective analysis of the survey, as well as the introduction of a patient-oriented approach into practice, it is possible to achieve affordable and high-quality medical care.

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