DOI: 10.21045/2071-5021-2016-49-3-5
Kobyakova O.S.1, Deev I.A.1, Tyufilin D.S.1, Kulikov E.S.1, Tabakaev N.A.1, Vorobyeva O.O. 2
1Siberian State Medical University, Tomsk
2New Siberian Institute, Novosibirsk
Contacts: Denis S. Tufilin, e-mail:
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Abstract. Satisfaction with health care is a parameter
reflecting degree of patient centeredness in healthcare that is related
to best outcomes and better financial position of medical organizations.
Therefore, in health care organization data on patient satisfaction
should be used as indicators of successful development of a health care
facility in areas relevant to consumers. The history of research and
measurement of patient satisfaction with health care takes back to the
1970s and today there are a lot of different tools to measure it.
However, there is no unified and standardized method that would be
validated in different languages and applicable at the national level.
This lack substantiates systematization of different methods to measure
patient satisfaction.
This study demonstrates a variety of questionnaires that help to
measure patient satisfaction with health care, compares them and
analyzes research on statistical evaluation and quality of
questionnaires. Furthermore, the authors identified criteria for
evaluating satisfaction level as well as presented some results of
measuring these criteria in different countries. Based on the review
conducted the authors concluded that despite a wide range of tools to
measure patient satisfaction as well as their wide implementation
including at the national level some of the applied questionnaires have
low quality, and the results obtained by them are not comparable making
it impossible to track dynamics in the level of satisfaction as well as
adopt best practices in its improvement.
Such situation can be explained by multidimensionality of
satisfaction with health care and its dependence upon social and
cultural peculiarities of the surveyed cohort. However, it is obvious
that development of a unified and standardized tool to measure patient
satisfaction, based on certain social and cultural peculiarities of the
Russia population is necessary to implement patient-centered care in the
country.
Key words: patient satisfaction; satisfaction questionnaires; patient-centered healthcare; quality of health care.
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