DOI: 10.32702/2307-2156-2019.11.34
УДК: 351.77
Т. П. Юрочко, С. М. Заремба
ЗАДОВОЛЕНІСТЬ ПАЦІЄНТІВ ЯКІСТЮ МЕДИЧНОЇ ДОПОМОГИ ЯК ІНДИКАТОР ОЦІНЮВАННЯ ЕФЕКТИВНОСТІ ЗАПРОВАДЖЕННЯ ЗМІН У СФЕРІ ОХОРОНИ ЗДОРОВ’Я: ОГЛЯД ЛІТЕРАТУРИ
Анотація
В статті проведено огляд наукових досліджень задоволеності пацієнтів якістю амбулаторної медичної допомоги. Показано, що задоволеність чи не задоволеність пацієнтів може стати, індикатором їхньої клієнтської поведінки, вплинути на їхнє користування послугами та ін. Зворотній зв’язок пацієнта - єдиний канал, який допомагає вивчити потреби пацієнта, щодо покращення медичної послуги. Ступінь задоволеності пацієнтів визначається відмінностями між їхніми очікуваннями «ідеальної медичної послуги» та сприйняттям реальної допомоги. В усьому світі споживач медичної допомоги відіграє все більш важливу роль у підвищенні якості системи охорони здоров’я. Зазначено, що в Україні, починаючи з 2016 року, також вивчають думку пацієнтів щодо задоволеністю медичною допомогою в межах проведення репрезентативного дослідження «Індекс здоров’я. Україна». В статті показано, що дослідження задоволеності пацієнтів якістю медичної допомоги - важливий інструмент забезпечення якості медичної допомоги. Врахування результатів таких досліджень допоможе сформувати політику пацієнто-орієнтованого сервісу.
Ключові слова: якість медичної допомоги; зміни в охороні здоров’я; дослідження задоволеності пацієнтів; індикатори якості.
Література
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T. Yurochko, S. Zaremba
PATIENT SATISFACTION OF MEDICAL ASSISTANCE QUALITY AS AN INDICATOR OF THE EVALUATION OF EFFECTIVENESS OF CHANGES IN HEALTH CARE SYSTEM: LITERATURE OVERVIEW
Summary
The article states that considering the issue of health care changes, the quality of medical care cannot be overlooked. After all, ensuring equal access of the population to quality medical care is one of the main tasks of transformation processes in the national health care system. The health care quality is also an indicator of the success/failure of the reform. The research of patients' satisfaction with the quality of outpatient medical care was reviewed, and a comparative analysis of such experience between countries with different levels of economic development was made. It has been shown that patients' satisfaction or not satisfaction can become an indicator of their client behavior, affect their use of services, etc. Patient feedback is the only channel that helps to examine patient needs to improve health care and become one of the indicators of quality of medical care. Worldwide, health care consumers are playing an increasingly important role in improving the quality of the health care system. The degree of patient satisfaction is determined by the difference between their expectations of an "ideal medical service" and the perception of real care. At the same time, it is very important to differentiate the criteria that shape patient satisfaction. This makes it possible to understand the reasons for dissatisfaction with components of outpatient care. It has been noted that in Ukraine for three years in a row, since 2016, patients' opinion on the satisfaction with medical care has also been studied within the framework of the representative study “Health Index. Ukraine". Analysis of the research showed that the higher the patient's income, the better the assessment of the satisfaction with the outpatient care; patients' self-esteem has the strongest effect on satisfaction with outpatient care, especially in older people; patients assigned to "their" doctors more satisfied with the quality of outpatient care, etc. The article shows that the study of patients' satisfaction with the quality of medical care is an important tool to ensure the quality of such medical care. Taking into account the results of such studies will help to shape the policy of the patient-oriented service.
Keywords: quality of medical care; changes in health care; patient satisfaction survey; quality indicators.
References
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3. Kurti, S. (2015), “Patient Satisfaction Evaluation – A Theoretical Framework”, available at: http://www.academia.edu/4085766/Patient_Satisfaction_Evaluation_-_A_Theoretical_Framework (Accessed 05 Nov 2019).
4. Williams, B. (1994), “Patientssatisfaction: a validconcept?. Social science & medicine”, available at: https://www.ncbi.nlm.nih.gov/pubmed/8184314 (Accessed 05 Nov 2019).
5. Habbal, Y. (2008), “Determining Patient's Satisfaction with Medical Care”, available at: http://www.ism.edu/docs/Youssef-Habbal-SAM07.pdf (Accessed 05 Nov 2019).
6. Donabedian, A. (1980), The definition of Quality and Approaches to its Assessment, vol.1: Explorations in Quality Assessment and Monitoring, Health Administration Press, Ann Arbor, Michigan.
7. Pascoe, G.C. (1983), “Patient satisfaction in primary health care: a literature review and analysis”, available at: https://www.sciencedirect.com/science/article/abs/pii/0149718983900022?via%3Dihub (Accessed 05 Nov 2019).
8. Fitzpatrick, R. and Hopkins, A. (1983), “Problems in the conseptual framework of patient satisfaction research: an empirical exploration”, available at: https://onlinelibrary.wiley.com/doi/full/10.1111/1467-9566.ep10491836 (Accessed 05 Nov 2019).
9. Chaska, N. L. Krishan, I. (1980), “Use of Medical Services and Satisfaction with Ambulatory Care among a Rural Minnesota Population”, available at: http://www.jstor.org.vlib.interchange.at/stable/pdf/4596229.pdf (Accessed 05 Nov 2019).
10. Tahiri, Z. and Toc, E. (2013), “Patients evaluation of primary health care services in Gjilan region, Kosovo”, available at: https://academic.oup.com/jpubhealth/article/36/1/161/1571410/Patients-evaluation-of-primary-health-care (Accessed 05 Nov 2019).
11. Pini, A. and Sarafis, P. (2014), “Assesment of patient Satisfaction of the Quality of Health Care Provided by outpatient Services of an Oncology Hospital”, available at: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4825511/ (Accessed 05 Nov 2019).
12. Linn, M. W. and Linn, B. S. (1982), “Satisfaction with Ambulatory Care and Compliance in Older Patients”, available at: http://www.jstor.org.vlib.interchange.at/stable/pdf/3764170.pdf?refreqid=excelsior%3A71be1fdc20506783f6c90460ad81eb5c (Accessed 05 Nov 2019).
13. Vadhana, M. (2012), “Assessment of patient satisfaction in an outpatient department of an autonomous hospital in Phnom Penh, Cambodia”, available at: http://r-cube.ritsumei.ac.jp/bitstream/10367/4729/1/51210624.pdf (Accessed 05 Nov 2019).
14. Ganasegeran, K. and Perianayagam W. (2015), “Patient Satisfaction in Malaysia's Busiest Outpatient Medical Care”, available at: https://www.hindawi.com/journals/tswj/2015/714754/ (Accessed 05 Nov 2019).
15. Auras, S. and Ostermann, Th. (2016), “Patient satisfaction with ambulatory care in Germany: effects of patient- and medical practice-related factors”, available at: https://academic.oup.com/intqhc/article-abstract/28/6/808/2607811/Patient-satisfaction-with-ambulatory-care-in?redirectedFrom=fulltext (Accessed 05 Nov 2019).
16. Nabbuye-Sekandi, J. and Makumbi F. E. (2011), “Patient satisfaction with services in outpatient clinics at Mulago hospital, Uganda”, available at: http://intqhc.oxfordjournals.org/content/23/5/516 (Accessed 05 Nov 2019).
17. Perneger, T. V and Etter, J.-F. (1996), “Comparison of patient satisfaction with ambulatory visits in competing health care delivery settings in Geneva”, available at: http://www.jstor.org.vlib.interchange.at/stable/pdf/25568303.pdf (Accessed 05 Nov 2019).
18. Health-Index (2016), “Health Index. Ukraine - 2016”, available at: http://health-index.com.ua/zvit_index_2016_ukr.pdf (Accessed 05 Nov 2019).
№ 11 2019
Дата публікації: 2019-11-28
Кількість переглядів: 2192
