| Autor: |
Tsaranov KN; The Federal State Autonomous Educational Institution of Higher Education 'The Yu. M. Lujkov Moscow Municipal University of Management of the Moscow Government', 107045, Moscow, Russia., Markov DI; The Federal State Autonomous Educational Institution of Higher Education 'The Yu. M. Lujkov Moscow Municipal University of Management of the Moscow Government', 107045, Moscow, Russia, DIMarkov@fa.ru.; The State Budget Institution 'The Research Institute of Organization of Health Care and Medical Management of the Health Care Department of the City of Moscow', 115088, Moscow, Russia.; The Federal State Educational Budget Institution of High Education 'The Financial University under the Government of the Russian Federation', 125993, Moscow, Russia., Komolova OA; The Federal State Autonomous Educational Institution of Higher Education 'The Yu. M. Lujkov Moscow Municipal University of Management of the Moscow Government', 107045, Moscow, Russia.; The State Budget Institution 'The Research Institute of Organization of Health Care and Medical Management of the Health Care Department of the City of Moscow', 115088, Moscow, Russia., Tarbastaev AG; The Federal State Autonomous Educational Institution of Higher Education 'The Yu. M. Lujkov Moscow Municipal University of Management of the Moscow Government', 107045, Moscow, Russia., Nauruzova MA; The Federal State Autonomous Educational Institution of Higher Education 'The Yu. M. Lujkov Moscow Municipal University of Management of the Moscow Government', 107045, Moscow, Russia. |
| Abstrakt: |
Two years after COVID-19 pandemic starting, the studies of patient satisfaction with medical services quality become topical again. The article presents the results of three-year project (2019-2022) of studying level of loyalty (Net Promoter Score) of legal representatives of patients of one of municipal children polyclinics. It is established that in Moscow, with implementation of first restrictive measures level of loyalty in the children polyclinic increased from 45% to 70%. In following years, level of loyalty was fixed at the level of 60%. The four groups of factors determining such changes as high level of panic moods due to pandemic, changes in organization of polyclinic functioning, energetic activity of mass media and users of social networks in glorifying image of medical workers and cultural psychological characteristics of Russians. The "optimistic", "realistic" and "pessimistic" prognoses concerning further dynamics of level of loyalty are proposed. The conclusion was made that COVID-19 pandemic served as key factor of positive changes in assessments of patients (and their legal representatives) of functioning both of particular polyclinic and the Russian health care in general. As far as each following time coronavirus infection will cause less and less concern among Russians it can be expected the requirements presented to medical services will soon increase, that means workload of medical personnel will only intensify. The following prospective directions of organizing functioning of medical institutions are proposed: monitoring of psycho-social indicators of medical personnel, implementation of telemedicine technologies, transfer of part of functionality of physicians and nurses to specialists without medical education. |
