Danilov A V
The Federal State Budget Educational Institution of Higher Education "The N. N. Burdenko Voronezh State Medical University" of Minzdrav of Russia, 394036, Voronezh, Russia,
Probl Sotsialnoi Gig Zdravookhranenniiai Istor Med. 2021 Jul;29(4):904-908. doi: 10.32687/0869-866X-2021-29-4-904-908.
This article discusses clauses of national standards compatible with international standards of ISO 9000-9001 family,in section of measurement of degree of satisfaction of patients with medical services quality. The main methods applied are sociological survey SERVQUAL focused on measurement of degree of satisfaction of patients, GAP-analysis (identification of discrepancies and gaps) and technique of management decision-making concerning improvement of medical services quality. The SERVQUAL survey with its five qualitative criteria was applied. The primary data was obtained from sampling of 500 well structured questionnaires. In total, 365 respondents participated in the study. The produced correlation matrix confirmed strong relations between criteria estimating expected and interpreted quality of medical services and full average interpreted quality. The analysis of reliability confirmed that questions of questionnaire are reliable and the results of statistical calculations can be used in further analysis. The analysis of descriptive statistics, correlation matrix, patient profile, reliability and qualitative GAP analysis were carried out. The requirements of assuring reliability and adequacy of questionnaire, representativeness of sample size to carry out high quality measurements were kept. The results on every criterion were obtained. The qualitative results of discrepancy of and perceptions of patients are received. The negative values of indices of discrepancy of the interpreted and expected outcomes of medical services are received. The level of satisfaction of patients remains insufficient. The study proposes to improve quality of medical services in hospital, especially by criterion "Materiality" to justify expectations of patients. The results of the study are of practical importance for executives of regional health care administrations, head physicians of medical organizations engaged in improvement of medical care quality and increasing of efficiency of medical services.
本文在医疗服务质量患者满意度测量部分，讨论了与ISO 9000 - 9001系列国际标准兼容的国家标准条款。应用的主要方法是聚焦于患者满意度测量的社会学调查SERVQUAL、差距分析（识别差异和差距）以及关于改善医疗服务质量的管理决策技术。采用了具有五个定性标准的SERVQUAL调查。原始数据来自对500份结构良好的问卷的抽样。总共有365名受访者参与了研究。生成的相关矩阵证实了评估医疗服务预期质量和感知质量以及总体平均感知质量的标准之间存在强关联。可靠性分析证实问卷问题可靠，统计计算结果可用于进一步分析。进行了描述性统计分析、相关矩阵分析、患者概况分析、可靠性分析和定性差距分析。保持了确保问卷可靠性和充分性、样本量代表性以进行高质量测量的要求。获得了每个标准的结果。得到了患者差异和感知的定性结果。得到了医疗服务感知结果与预期结果差异指数的负值。患者满意度水平仍然不足。该研究建议提高医院医疗服务质量，特别是通过“重要性”标准来满足患者的期望。该研究结果对地区医疗保健管理部门的管理人员、致力于提高医疗质量和医疗服务效率的医疗机构的主任医师具有实际意义。
