Information and analytical system for assessing patient satisfaction in a multidisciplinary hospital

Background. Assessment of medical services quality from the patient’s point of view is an integral part of the management process of medical organizations within the widely adapted concept of patient-oriented healthcare.

Aim. To evaluate the effectiveness of using an information and analytical system for collecting and analyzing the results of patient satisfaction surveys on medical care provided in a round-the-clock hospital

Methods. Patient questionnaires were the primary research instrument. The study used 23-item questionnaire with the answers supposedly expressing patients opinion on the quality of medical staff work, the comfort of the conditions of stay in the admissions department, as well as the overall assessment of the work of the hospital stay. To implement the study, we developed an information and analytical system used to collect and analyze the results of the survey. Mathematical analysis of the results was carried out quarterly and at the end of the year according to five satisfaction rates for assessing the quality of the conditions for providing medical care.

Results. A survey of patients admitted to the hospital was carried out in 2021-2022, with 612 patients participating in 2021, and 279 patients — in 2022. The use of information technologies in patient surveys and analysis of results allowed for prompt monitoring of patient satisfaction indicators and created a basis for assessing most aspects of the hospital’s activities from the perspective of patients: the quality of medical services and their outcomes, interaction with staff, infrastructure and service components.

Conclusion. Patients survey is able to do both: fulfill the requirements of the Ministry of Healthcare of Russia on mandatory participation in an independent quality assessment, and to identify weak spots in the organization of medical care provision. The patients perspective helps to focus on problematic areas in the activities of a medical organization, often overlooked by medical personnel, gives an understanding of the effectiveness of innovations and reforms. The results of a survey carried out at least once every six months can be a rationale for making managerial decisions, rational allocation of resources to achieve the main goal of a medical organization — to provide high-quality and affordable medical care.

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