Summary. With the goal of description of
methodological approaches used in studies of satisfaction of consumers
of medical services in our country and abroad, we have made a
comparative analysis of scientific studies on the topic. The content of
the theoretical-conceptual approaches to studying patients’ satisfaction
with medical service worked out by western sociology of medicine has
been considered.
There have been analyzed the data of mass sociological interviews of
population conducted according to national sample captures in Russia in
the last decade. The latter indicated the low level of satisfaction of
the Russian population with out-patient (50.9%) and in-patient (57.7% -
70.3%) service.
The analysis of the results of theoretical and empirical studies on
this topic has allowed to detect a number of conceptual problems
complicating determination and systematization of quantitative and
qualitative indices of satisfaction, their combinations and
interrelations, what resulted in separation of an unreasonably big
number of sociological research trends. In particular, it has been
detected that researchers did not have a united opinion concerning the
term satisfaction of consumers with quality of medical services and
factors identifying it. The least studied is the effect of provider’s
characteristics on the volume and types of consumed medical services, as
well as the effects reached owing to the population visits to the
system of healthcare. Special scientific attention is demanded by
further conceptualization of the problem of interrelation of patients
and providers of medical services. Poorly known are issues concerning
the effect of the change of organizational structures and financial
mechanisms in healthcare on behavior of consumers of medical services,
their interrelation with the system of healthcare and the social and
medical effects received as a result of such interrelations.
Key words. Satisfaction with medical
services; quality of medical assistance; social assessments of consumers
of medical services; organization of medical assistance; technical and
functional aspects of quality of medical assistance.
References
-
Astafeva N.G., Kitavina N.G. Otsenka udovletvorennosti patsientov
meditsinskim obsluzhivaniem v statsionare mediko-sanitarnoy chasti
[Assessing patients’ satisfaction with medical care in inpatient medical
sanitary facility]. GlavVrach 2005;(5):57-61.
-
Vyalkov A.I., Khalfin R.A., Nikonov E.L. Upravlenie kachestvom
meditsinskoy pomoshchi v lechebno-profilakticheskom uchrezhdenii na
sovremennom etape [Controlling under present conditions the quality of
medical care in an establishments for prevention and treatment]. GlavVrach 2009;(3):16-25.
-
Vyalkov A.I., Polesskiy V.A., Martynchik S.A. Klyuchevye strategii VOZ
po sovershenstvovaniyu natsionalnykh sistem zdravookhraneniya [Key WHO
strategies for improving national systems of public health]. GlavVrach 2008;(5):10-25.
-
Gadzhiev Z.S., Nazaralieva Z.K. Mnenie gorodskogo naseleniya ob
ambulatorno-poliklinicheskoy pomoshchi [Urban population opinions on
outpatient clinical medical care]. Zdravookhranenie Rossiyskoy Federatsii 2003;(1):27-30.
-
Grishin V.V. Reforma natsionalnoy sistemy zdravookhraneniya [The reform of our national system of public health]. Zdravookhranenie 2008;(4):139-144.
-
Kikot V.N., Elmanova T.V. Zdravookhranenie v grazhdanskom obshchestve [Public health in civil society]. GlavVrach 2006;(8):8-11.
-
Kotova G.N. Potrebnost gorodskogo naseleniya v
ambulatorno-poliklinicheskoy pomoshchi [Requirements of urban population
in outpatient clinical medical care]. Zdravookhranenie Rossiyskoy Federatsii 2001;(6):11-13.
-
Kucherenko V.Z., Alekseeva V.M., Skomorokhova T.V. Marketingovyy analiz
kachestva meditsinskoy pomoshchi v dobrovolnom meditsinskom
strakhovanii: teoreticheskie osnovy problem [Marketing analysis of
quality of medical care under voluntary medical insurance]. Ekonomika zdravookhraneniya 2003;(10):11-16.
-
Vishnyakov N.I., Petrova N.G., Balokhina S.A. Martirosyan M.M., Petrov
M.V., Temirova L.Kh., Shatkovskaya O.V. Mnenie patsientov kak vazhnyy
kriteriy kachestva meditsinskoy pomoshchi [Patients’ opinions as an
important criterion of quality of medical care]. Problemy upravleniya zdravookhraneniem 2009;45(2):43-45.
-
Vardosanidze S.L., Sorokina N.V., Shikina I.B., Likhota A.I. Monitoring
udovletvorennosti patsientov kachestvom meditsinskoy pomoshchi v
mnogoprofilnom statsionare [Monitoring of patients’ satisfaction with
quality of medical care in multispecialty inpatient facility]. GlavVrach 2006;(1):59-62.
-
Morozov P.N. Otsenka patsientami deyatelnosti statsionarnykh
lechebno-profilakticheskikh uchrezhdeniy (na primere Klinicheskogo
tsentra MMA im. I.M. Sechenova) [Appreciation by patients of effects of
activity of inpatients establishments for prevention and treatment]. Problemy upravleniya zdravookhraneniem 2005;(2):78-83.
-
Naberezhnaya Zh.B., Serdyukov A.G. Analiz udovletvorennosti bolnykh
meditsinskoy pomoshchyu v statsionarakh [Analysis of patients’
satisfaction with inpatient medical care]. GlavVrach 2005;(3):49-53
-
Rusinova N.L. Panova L.V., Burmykina O.N. Prediktory udovletvorennosti
potrebiteley uslugami pervichnogo zdravookhraneniya [Predicators of
consumers’ satisfaction with medical services in public health primary
care]. Sotsiologiya meditsiny 2006;9(2):24-31.
-
Seregina I.F., Linderbraten A.L., Grishina N.K. Rezultaty
sotsiologicheskogo issledovaniya mneniya naseleniya Rossiyskoy
Federatsii o kachestve i dostupnosti meditsinskoy pomoshchi [Results of
sociologic investigation into opinions of the population of the Russian
Federation on the quality and availability of medical services]. Problemy sotsialnoy gigieny, zdravookhraneniya i istorii meditsiny 2009;(5):3-7.
-
Kotova G.N., Nechaeva E.N., Guchek P.A., Karaseva L.N.
Sotsiologicheskaya otsenka kachestva meditsinskoy pomoshchi [Sociologic
appraisal of quality of medical care]. Zdravookhranenie Rossiyskoy Federatsii 2001;(4):22-26.
-
Petrova N.G., Balokhina S.A., Martirosyan M.M., Komlichenko E.V.,
Petrov M.V. Sotsiologicheskie issledovaniya kak neotemlemyy instrument
upravleniya na sovremennom etape [Sociological studies as integral tool
for the control of public health under present conditions]. Problemy upravleniya zdravookhraneniem 2008;41(4):19-25.
-
Trofimov V.V. Struktura kachestva meditsinskikh uslug:
metodologicheskie, metodicheskie i mediko-organizatsionnye aspekty
ekspertizy [Quality of medical services and its structural contents:
methods, techniques, and medical organizational aspects of expertise for
it]. Arkhangelsk: Izdatelskiy tsentr SGMU. 2007. 260 p.
-
Filatov V.N., Makhova O.A. Udovletvorennost klientov kachestvom platnoy
meditsinskoy pomoshchi v gosudarstvennykh uchrezhdeniyakh
zdravookhraneniya ambulatornogo zvena [Consumers’ satisfaction with
quality of chargeable medical care in state outpatient establishments of
public health]. Menedzher zdravookhraneniya 2006;(7):30-36.
-
Khabriev R.U., Seregina I.F. O rezultatakh sotsiologicheskogo
issledovaniya po otsenke dostupnosti i kachestva meditsinskoy pomoshchi
naseleniyu [On the results of sociological survey on availability and
quality of medical services to the population]. Zdravookhranenie 2007;(6):31-43.
-
Chumakov A.S. Model nepreryvnogo uluchsheniya kachestva meditsinskikh
uslug v usloviyakh obyazatelnogo meditsinskogo strakhovaniya s pozitsiy
ikh potrebiteley (kontseptualnye i metodicheskie podkhody) [A model of
permanent improvement in consumer-opinion-oriented quality of medical
services under mandatory medical insurance]. [PhD. Thesis]. Ivanovo;
2009. 42 p.
-
Shvarts Yu.G., Naumova E.A., Tarasenko E.V. Sravnitelnyy analiz
udovletvorennosti rezultatami lecheniya patsientov kardiologicheskogo
profilya v klinicheskoy bolnitse [Comparative analysis of satisfaction
with the results of treatment of patients with cardiologic disorders in
inpatient clinic]. Ratsionalnaya farmakoterapiya v kardiologii 2007;(1):28-32.
-
Shvarts Yu.G., Naumova E.A., Tarasenko E.V. Faktory, vliyayushchie na
udovletvorennost ot lecheniya patsientov s khronicheskoy
nedostatochnostyu [Factors affecting satisfaction with the received
treatment of patients with chronic heart insufficiency]. Serdechnaya nedostatochnost 2007;8(8):138-140.
-
Shilnikova N.F., Khodakova O.V. Sotsiologicheskiy opros kak mekhanizm
upravleniya lechebnymi uchrezhdeniyami [Analysis of results of
sociologic opinion poll as a pathway for controlling curative
establishments]. Sotsiologiya meditsiny 2004;(2):24-26.
-
Aday L., Andersen R.M. A framework for the study of access to medical care. Health Serv. Res. 1974;9:208-220.
-
Berry L.L. Services marketing is different. Business 1980;30(3):24−29.
-
Brookes R. Customer Satisfaction Research. Amsterdam: ESOMAR. 1995. 255 p.
-
Ware J.E., Snyder M.K., Whright W.R., Davies A.R. Defining and measuring patient satisfaction with medical care. Evaluation and Program Planning 1983;6:247-263.
-
Dube L., Menon K. Multiple roles of consumption emotions in post-purchase satisfaction with extended service. International Journal of Sarvice Industry Management 2000;11(3):287-304.
-
Cleary P.D. The increasing importance surveys. Now that sound exist, patient surveys can facilitate improvement. BMJ 1999;319(7212):720-721.
-
Pottick K., Hansell S., Gutterman E., White H.R. Factors Associated
with Inpatient and Outpatient Treatment for children and Adolescents
with Serious Mental Illness. Journal of the American Academy of Child and Adolescent Psychiatry 1995;34(4):425-433.
-
Gore S., Syme L.S. Social support and styles coping with stress (S.
Cohen, editor) In: Social support and health. Orlando: Academic Press;
1985. pp. 263-278.
-
Cronroos C. A services quality model and its marketing implications. European Journal of Marketing 1991;18(4):36-44.
-
Donabedian A. The quality of medical care methods for assessing and
monitoring the quality of care for research and for quality assurance
programs. Science 1978;200:856-864.
-
Katz B. P. Demographic Variation in the Rate of Knee Replacement: A Multi-Year Analysis. Health Services Research 1996;31(2):126-140.
-
Liljander V., Strandvik T. Emotions in service satisfaction. International Journal of Service Industry Managemeht 1997;8(2):148-169.
-
Linder-Pelz S. Social psychological determinants of patient satisfaction: a test of five hypothesis. Soc. Sci. Med. 1982;16(5):583-589.
-
Massachusetts Health Quality Parthership. Massachusetts acute care
hospital statewide patient survey project. Boston; 1998. 258 p.
-
Oliver R.L. Whence consumer loyalty? Journal of Marketing 1999;63:33-44.
-
Parasuraman A., Zeithaml V., Berry L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1988;64, (Spring):12-40.
-
Lurie N., Slater J., McGvern P., Ekstram J., Quam L, Margolis K.
Preventive Care for Women: Does the Sex of the Physician Matter? The New England Journal of Medicine 1993;(329):478-482.
-
Shemwell D.J., Yavas U., Bilgin Z. Customer-service provider
relationships: an empirical test of a model of service quality,
satisfaction and relationshiporiented outcomes. International Journal of Service Industry Management 1998;9(2):155-168.
-
Phillips K.A., Morrison K.R., Andersen R.M., Aday L.A. Understanding
the context of health care utilization: assessing environmental and
provider-related variables in the behavioral model of utilization. Health Services Research 1998;33(3):571-596.
-
Wennberg J. E., Barnes W.A., Zubkoff M. Professional uncertainty and the problem of supplier-induced demand. Social Science and Medicine 1982;(16):811-824.
-
Joffe S., Manocchia M., Weeks J., Cleary P. What do patients value
hospital care? An empirical perspective on autonomy center bioethics. J. Med. Ethics 2003;29(2):103-108.
-
Yu Y.-T., Dean A. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 2001;12(3):28−42.
Views: 26915
|