L.I. Menshikova^1,2, M.G. Dyachkova¹, A.M. Vyazmin¹, T.G. Svetlichnaya¹, E.A. Mordovsky^1
1 Northern State Medical University, Arkhangelsk
² Ministry of Health of the Arkhangelsk Region.

Summary. Background. During modernization of the Russian health care system, evaluation of patient satisfaction with medical care was an important public and research issue.

The aim of the study was to evaluate patient satisfaction with quality of outpatient care provided by health care facilities in the Arkhangelsk region; to identify and prioritize confounding factors.

Materials and methods. A survey of 1960 patients of health care facilities in the Arkhangelsk region was conducted. A series of procedures of logistic regression analysis was implemented to assess cross-influence of factors on respondents' satisfaction with quality of outpatient care.

Results. Every third respondent was not satisfied with quality of outpatient care in the region. On average, a social status of "retired" increases satisfaction more than twice compared to other respondents with different social status. A 10 000 rub increase in family monthly income per capita increases satisfaction with quality of care by 16-25%; dwelling in rural areas - by 23 - 27 % on average. On average, every 10 years of age increases satisfaction by 16-24%; higher education, on the contrary, decreases satisfaction almost 1.9 times. On average, extra spending on medical services and inconvenient work schedules of polyclinics increase dissatisfaction with quality of outpatient care 6.5 times and 7.4 times respectively. Unkind attitude of doctors increases dissatisfaction with quality of medical care 5.0 times; unkind staff of the registration desk - 2.7 times.

Scope of application. Identification and prioritization of modifiable and non-modifiable factors that affect patient satisfaction with quality of outpatient care determine the choice of possible interventions to be taken by polyclinic management and health system administrators to improve the situation.

Keywords: outpatient care; quality of care; patient satisfaction with medical care; factors of patient satisfaction with quality of care.

References

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