Danilov A V, Son I M, Zhadnov V A, Menshikova L I
The Federal State Budget Educational Institution of Higher Education "The N. N. Burdenko Voronezh State Medical University" of Minzdrav of Russia, 394036, Voronezh, Russia,
The Federal State Budget Institution "The Central Research Institute for Health Organization and Informatics" of Minzdrav of Russia, 127254, Moscow, Russia.
Probl Sotsialnoi Gig Zdravookhranenniiai Istor Med. 2021 May;29(3):519-524. doi: 10.32687/0869-866X-2021-29-3-519-524.
The implementation of system of quality control conforming to requirements of interstate ISO 9001 standards in in the medical organization, the important role is assigned to indicator of satisfaction of patients with quality of medical care as a feedback channel. The study purpose was to investigate satisfaction of patients with quality of medical services in medical organization rendering hospital medical care on the basis of SERVQUAL technique. The analysis of results of survey of 339 patients treated in the twenty-four-hour department of municipal hospital demonstrated rather high rating of perception of quality of rendered medical services that made up to 4.47 points according five-point scale. The application of GAP analysis technique allowed to reveal gaps between expected and real quality of received medical services by means of SQL index quality. The highest points were received for such criteria as "Sympathy" (0.61 points), "Responsiveness" (0.20 points). The satisfactory results were in case of criteria "Materiality" (-0.38 points), "Reliability (-0.43 points). The lowest points were received for criteria "Persuasiveness, confidence" (-0.69 points) that reflects inadequate orientation of hospital personnel to settle problems of patients. The study demonstrated that applying the SERVQUAL technique in assessment of quality of medical services allows to reveal the most significant factors determining satisfaction of patients. The results of survey based on the SERVQUAL technique and processed by GAP analysis are to be considered in management decision making concerning choice of correcting and preventive actions in quality management of rendering medical services at the regional level.
在医疗机构中实施符合州际ISO 9001标准要求的质量控制体系时，患者对医疗服务质量的满意度指标作为反馈渠道发挥着重要作用。本研究的目的是基于SERVQUAL技术调查提供医院医疗服务的医疗机构中患者对医疗服务质量的满意度。对市立医院24小时科室治疗的339名患者的调查结果分析表明，所提供医疗服务质量的感知评分相当高，按照五点量表计算高达4.47分。应用差距分析技术能够通过SQL质量指数揭示所接受医疗服务的预期质量与实际质量之间的差距。在“同情心”（0.61分）、“响应性”（0.20分）等标准方面得分最高。在“有形性”（-0.38分）、“可靠性”（-0.43分）标准方面结果令人满意。在“说服力、信心”（-0.69分）标准方面得分最低，这反映出医院工作人员在解决患者问题方面的导向不足。研究表明，在评估医疗服务质量时应用SERVQUAL技术能够揭示决定患者满意度的最重要因素。基于SERVQUAL技术并经差距分析处理的调查结果应在区域层面医疗服务质量管理中有关选择纠正和预防措施的管理决策中予以考虑。
