Patient satisfaction of a city multi-disciplinary hospital with medical care

Abstract

Aim. Medico-sociological study of patients' satisfaction with the activity of a large city multi-profile N. Pirogov Samara hospital.Materials and methods. The results of the study of patients' satisfaction with a large multidisciplinary hospital in the city of Samara on the activities of the hospital in modern conditions are presented. During the medical and sociological survey, 474 patients were medically screened, the median age of which was 40 years. The sample size of the respondents was 50% of the patients in the hospital. The sample was randomly generated.Results. In the age structure of the respondents (hospitalized patients), persons aged 30-45 and 18-29, who account for 30.4% and 29.5%, respectively, are predominant. Patients of the age category 46-59 years are slightly less — 21.5%, at the age of 60 and older — even less (18.6%). Two-thirds of the respondents (66.7%) indicate a satisfactory assessment of their financial situation, 43.9% of respondents indicate a satisfactory level of health status. Most patients (63.1%) are generally satisfied with the provision of medical care. A fairly low proportion of patients (less than 10%) who spent personal funds during inpatient treatment was noted. Against the background of a relatively high degree (more than 70%) of patients' satisfaction with the processes of diagnosis and treatment, there is a low satisfaction with the sanitary and hygienic conditions of inpatient stay (46.4%). Patients are more satisfied with the relationship with the average medical personnel (75.9%) than with the doctors (63.5%). The average assessment of the quality of the organization of medical care in the hospital was 3.88 on a five-point scale.Conclusion. The main shortcomings in the quality of the organization of medical care were the low material and technical base of the hospital (according to 14.1% of patients), sanitary and hygienic problems (9.7%), claims to food quality (6.8%), shortages of medicines and consumables materials (5.7%). The results of the study of patients' satisfaction with the quality of the services provided reveal the factors that reduce patient satisfaction with medical care and highlight the main directions for its optimization.