Assessment of medical service quality in the context of changing industrial statutory and legal regulations
Tatyana G. Butova*, Dr. Sc. (Economics), Prof.,, firstname.lastname@example.org
Ekaterina Yu. Yakovleva*, Senior Lecturer, email@example.com
Elena P. Danilina**, Cand. Sc. (Medicine), Associate Prof., firstname.lastname@example.org
Mariya Yu. Zhilnikova**, student, email@example.com
* Siberian Federal University, Krasnoyarsk, Russian Federation
** State Medical University named after professor V.F. Voyno-Yasenetsky, Krasnoyarsk, Russian Federation
Abstract: Currently, there is an increase in the activity not only of consumers of medical services in online publications and information portals, due to the opportunity to express their assessment of medical service quality and attitude to the organization of medical care in free form, without restriction of closed issues in the formalized questionnaire of the Ministry of Health of the Russian Federation, engaged in research of the attitude of consumers to the issues of ensuring the medical service quality and its accessibility. Different assessments of consumers of medical services in different sources reveal a single trend – most often consumers are not satisfied with the results in improving their health status, staff attitudes, the expectation of services and the problems of information support.The recently observed tendency of growth in negative assessments of the quality of medical services for both budgetary and private organizations with low consumer activity in the independent assessment of the quality of medical organizations’ services based on an interactive questionnaire led to the development by the Ministry of Health of the Russian Federation of new criteria for assessing the quality of medical care approved in May 2017 in as a methodological recommendation, and the abolition of previous guidelines for an independent assessment of the quality of care. The new criteria will be used in carrying out internal quality control based on a technological approach. The client-oriented approach aimed at ensuring customer satisfaction will also be used within the self-assessment of medical organizations. Success in the implementation of the tasks of assessing the quality of medical services is possible with solving methodological problems currently existing in methods, first of all, it means to clarify the essence and correlation of the basic concepts of “medical activity”, “medical services”, “medical care”, to clarify participants – evaluation subjects in the integration of technological and client-oriented approaches. The developed structural model of satisfaction with medical service quality, the justification of satisfaction subjects and the proposal of satisfaction criteria will allow to provide an effective evaluation of medical service quality.
Keywords: assessment of medical service quality, the essence of the basic concepts in the quality of services of medical organizations as objects of evaluation, the structural model of satisfaction subjects for organizations providing medical services
For citation: Butova T.G., Yakovleva E.Yu., Danilina E.P., Zhilnikova M.Yu., Assessment of medical service quality in the context of changing industrial statutory and legal regulations. Service plus, vol. 12, no. 1, 2018, pp. 88-99. DOI: 10.22412/1993-7768-12-1-9.
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