[The experience of SERVQUAL technique application in measuring satisfaction of patients with medical services quality].

Autor:	Danilov AV; The Federal State Budget Educational Institution of Higher Education 'The N. N. Burdenko Voronezh State Medical University' of Minzdrav of Russia, 394036, Voronezh, Russia, dani1963@yandex.ru., Son IM; The Federal State Budget Institution 'The Central Research Institute for Health Organization and Informatics' of Minzdrav of Russia, 127254, Moscow, Russia., Zhadnov VA; The Federal State Budget Institution 'The Central Research Institute for Health Organization and Informatics' of Minzdrav of Russia, 127254, Moscow, Russia., Menshikova LI; The Federal State Budget Educational Institution of Higher Education 'The Academician I. P. Pavlov Ryazan State Medical University' of Minzdrav of Russia, 390026, Ryazan, Russia.
Jazyk:	ruština
Zdroj:	Problemy sotsial'noi gigieny, zdravookhraneniia i istorii meditsiny [Probl Sotsialnoi Gig Zdravookhranenniiai Istor Med] 2021 May; Vol. 29 (3), pp. 519-524.
DOI:	10.32687/0869-866X-2021-29-3-519-524
Abstrakt:	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.
Databáze:	MEDLINE
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