DOI: 10.21045/2071-5021-2018-62-4-2

Velichko EA, Istomin NP, Nekrasov AYu
Clinical Center of Advanced Medical Technologies of the Federal Medical and Biological Agency, Moscow, Russia

Contacts: Velichko Eugene A., e-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
Information about authors:
Velichko E.A., http://orcid.org/0000-0002-0297-8155
Acknowledgments. The study was supported by the Russian Federal Medical and Biological Agency.
Conflict of interests. The authors declare no conflict of interest.

Abstract

Significance. Heath protection is one of the urgent and most important problems of both Healthcare and the State in general. Negative changes in social and economic spheres, high morbidity and mortality rates lead to public health worsening and numerous problems in the Russian healthcare system resulting in higher demand for medical services with surgical services taking a special place in the structure of medical care. To ensure a more comprehensive evaluation of quality of care delivery and satisfaction level, scientific researches pay a special attention to sociological surveys.

Purpose: to study opinions of physicians and patients of surgery departments of multi-specialty hospitals about quality of care and factors that affect it.

Methods. The study used a survey method, expert appraisals and statistical processing. The study generalized results of the survey of 432 patients with different surgical pathologies treated in the surgery departments of the town of Novogorsk in 2015-2017 and 156 surgeons of two multi-specialty hospitals (general surgeons, thoracal, cardio, vascular, and neurosurgeons, urologists, proctologists, traumatologists and gynecologists) with different length of service, professional categories, scientific degrees and academic ranks.

Results. The study showed that in the majority of cases (87.3%) the patients were satisfied with hospital services, 11.3% - were not satisfied and 1.4% - not fully satisfied. Analysis of the reasons of dissatisfaction with hospital services gave the following results: 78.5% - lack of medications; 6.4% careless attitude of nurses; 10.2% lack of the relevant diagnostic method; and 4.9% - careless attitude of doctors.

Length of service ensures a more comprehensive and deeper evaluation of quality from different points. The study has identified a direct correlation between the number of factors affecting quality of surgical care and length of service – the longer the higher the number of factors. Young doctors can identify 3-5 factors, while doctors with a 25 year service and longer can identify over 15 factors.

Keywords: quality; satisfaction; patients of surgery departments of multi-specialty hospitals.

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