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Tsyganova O. A., Shulgina S. V.
Northern State Medical University, Arkhangelsk
Contacts: Svetlana V. Shulgina, e-mail:
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Abstract. Public opinion survey in healthcare helps to
comprehensively explore problems related to public interaction with
elements of the system. The purpose of the work was to analyze public opinion regarding performance of the regional healthcare system.
The opinion poll was conducted in the Arkhangelsk region. 1416 people
agreed to participate in the survey. The questionnaire was based on the
WHO World Health Survey questionnaire. The work included general
evaluation of the healthcare system and non-medical needs of the public
in terms of outpatient care.
To evaluate the general state of the system the authors used the
following measures: «professional skills of the doctor as a specialist»;
«level of medical equipment of the polyclinic»; «range of services
delivered by the polyclinic», «level of satisfaction by medical
services». To evaluate non-medical needs of the public the authors
reviewed the following criteria: «dignity», «confidentiality», «choice
of supplier», «interpersonal skills of the doctor», «proper conditions»,
«patient’s engagement into treatment» and «transport availability».
The results showed that people did not think much of the
general state of the healthcare system. Critical attitude towards
medical services was most prevalent in the middle age groups. The share
of negative appraisals of the system increases along with the level of
patients’ education, their employment, frequency of encounters with the
healthcare system. Analysis of the non-medical needs of the population
showed that such criteria as «patient’s engagement into treatment»,
«interpersonal skills of the doctor», and «confidentiality» received the
minimum number of positive appraisals.
To increase social efficiency the healthcare system in the
Arkhangelsk region should become more client (patient) oriented. Public
opinion survey will help to define priorities for improving performance
of the healthcare system.
Key words: healthcare system performance; public opinion;
non-medical needs of population; healthcare system’s response;
healthcare system general state
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