Modern approaches to dealing with patients’ satisfaction with the quality of medical care

Abstract

A modern strategy for increasing patients’ satisfaction includes an integrated approach aimed at creating an effective quality management system for medical care, focused on a patienttargeted approach. As part of this strategy, the emphasis is on the development and implementation of quality standards for medical care that define the necessary criteria and processes to ensure a high level of medical services provided. Such standards may include requirements for professional skills of medical personnel, the use of modern medical technologies and equipment, ensuring comfortable conditions for patients in medical institutions, as well as maintaining confidentiality and respect for the patient. One of the key elements of the strategy is the implementation of information systems for managing the quality of medical care. This helps not only to standardize the processes of providing medical care, but also to effectively monitor their realization. An important role is played by training medical personnel to use the methods and adhere the principles of a patient-centered approach, which include creating confidential relationships with patients, timely informing them about their health status and treatment plans, taking into account the peculiar characteristics and preferences of each patient. In order to effectively control the quality of medical care, continuous monitoring should be carried out, including sociological surveys of patients, analysis of statistical data characterizing the quality of medical care, conducting internal audits and assessing feedback from the patients alongside the development of measures aimed at its improvement. Opinion surveys play an important role in identifying patients’ expectations and satisfaction, which allows the provision of health services adapted to their needs. Thus, regular collection and analysis of feedback data becomes the basis for management decision-making. Conducting internal audits helps to identify non-compliance with quality standards and promptly eliminate these drawbacks. Internal audits include checking strict accordance with medical protocols, the quality of medical records, analysis of diagnostic and treatment results, and assessment of the patient-targeted attitude of medical personnel. Regular analysis of statistical data allows us to identify trends and dynamics of changes in the quality of medical services, which contributes to the timely adoption of measures to improve their quality. Statistical analysis may include indicators such as morbidity and mortality rates, complication rates, average length of stay in the in-patients departments, number of recurrent visits, etc. Finally, the widespread use of telemedicine technologies and digital platforms to interact with patients also serves to improve patients’ satisfaction. Such technologies provide access to medical care continually, which is especially important for patients with limited mobility or living in remote areas. Telemedicine allows you to conduct online consultations, monitor the health status of patients in real time, and also provide them with access to medical information resources. Thus, a modern strategy to improve patient satisfaction includes a multifactorial approach aimed at creating a comprehensive quality management system for medical care, focused on the needs and expectations of each patient.