Gorokhova I.V.
Samara City Polyclinic # 6 of Promyshlenny district, Samara

Contacts: Irina V. Gorokhova, e-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Abstract. Significance of the study is defined by search for new approaches to organize delivery of health care to the population, including hospital-replacing technologies, from the perspectives of the principles of quality assurance and continuous quality improvement of medical services according to the Concept of health care development in Russia until 2020. In 2009, the quality management system of the Samara City Polyclinic # 6 received the certificate of conformity to the ISO 9001:2008 international standard. One of the basic principles of quality management is process approach to management of organizations. The purpose of the work is to substantiate the process approach to organize delivery of hospital-replacing types of medical services based on the principles of the ISO 9001:2008 international standard. Descriptive, analytical methods and method of expert evaluation of quality of medical care were used.

The conducted study shows that introduction of the process approach results in effective interaction of all structural divisions of the facility for medical service delivery, which is one of the major factors for increasing patients’ satisfaction. Results of the conducted in 2014 questionnaire and monitoring of health encounters of patients provided with hospital-replacing types of services showed 100% satisfaction of patients. At a meeting of the Polyclinic Public council on 2014 results, representatives of patients expressed their high opinion of the care delivery organization and quality of hospital-replacing services. Examination of medical activity through analysis of medical documentation according to the approved scheme and use of its results for differentiated remuneration allowed to improve quality of health care delivery and execution of medical documentation. Expert assessment in terms of the completed treatment case in a day hospital increased from 0.88 in 2009 to 0.97 in 2014.

Keywords: hospital-replacing technologies; quality of medical care; approaches to quality management; process approach; examination of medical activities.

References

1. Adzhiev M.E. Vnedrenie sistemy menedzhmenta kachestva v uchrezhdenie zdravookhraneniya – fundament dlya povysheniya kachestva meditsinskikh uslug [Implementation of quality management system in healthcare institutions is the base for improving the quality of medical services]. Molodoy uchenyy 2013; 2: 779-781. (In Russian).
2. GOST R ISO 9004. Sistemy menedzhmenta kachestva. Rekomendatsii po uluchsheniyu deyatel'nosti [GOST R ISO 9004. Systems of quality management. Recommendation on improving activity]. Gosstandart Rossii. Moscow. 2001. 46 p. (In Russian).
3. Rossiya 2008. Kontseptsiya razvitiya zdravookhraneniya do 2020 goda [Russia 2008. Concept of health care development till 2020]. 168 p. (In Russian).
4. Kitsul I.S., Knyazyuk N.F. Vozmozhnosti i klyuchevye faktory uspekha primeneniya standartov serii ISO 9000 [Opportunities and key factors of success in application of ISO 9000 series standards]. Zamestitel' glavnogo vracha: lechebnaya rabota i meditsinskaya ekspertiza 2008; 21(2):p.53-61. (In Russian).
5. Merkel' V.A., Starodubtsev S.V., Cheremin R.A. Vnedrenie sistemy upravleniya kachestvom v meditsinskoy organizatsii. [Implementation of quality management system in healthcare institutions]. Upravlenie kachestvom v zdravookhranenii 2015;(1):14-23. (In Russian).
6. Sadovoy M. A., Bedoreva I. Yu. Primenenie ideologii mezhdunarodnykh standartov ISO v sozdanii sistemy upravlenii kachestvom meditsinskoy pomoshchi [Application of the ideology of the ISO international standards in creation of quality management system for medical care]. Meditsinskoe pravo 2008;(1):34-35. (In Russian).
7. Shchepin V. O., Ovcharov V. K. Zdravookhranenie Rossii: strategicheskiy analiz i perspektivnye napravleniya razvitiya [Healthcare of Russia: strategic analysis and future directions of development]. Problemy sotsial'noy gigieny, zdravookhraneniya i istorii meditsiny 2005; 2 :3-7. (In Russian).

Write Comment

Please keep the topic of messages relevant to the subject of the article. Personal verbal attacks will be deleted. Please don't use comments to plug your web site. Such material will be removed. Just ensure to *Refresh* your browser for a new security code to be displayed prior to clicking on the 'Send' button. Keep in mind that the above process only applies if you simply entered the wrong security code.
Name:
E-mail
Comment:
Code:*