APPROACHES TO THE CREATION OF A SYSTEM FOR ASSESSING THE LEVEL OF PATIENT SATISFACTION WITH MEDICAL CARE PROVIDED IN OUTPATIENT SETTING

Issues of satisfaction with medical care are relevant all over the world, but this concept is subjective. There is a relationship between objective criteria for the quality of medical care and the level of patient satisfaction. A professional approach to the analysis of the quality of medical care on the part of the patient is unquestionable; however, it is them who are the main customers of medical care and determine the justification for the use of resources from the point of view of the society. It is required to create a tool that will allow the obtained results of patient satisfaction to be used as a criterion for the social effectiveness of the healthcare system. In addition, with this approach, the level of patient satisfaction can be used as an indicator of the effectiveness or efficiency of measures taken to improve the system of medical care. It is possible to solve such a task of creating such a tool using the standardization method.

The purpose of the study: to analyze the dependencies between determinants that affect the level of patient satisfaction with medical care provided in outpatient settings.

Materials and methods of the research. Nine determinants affecting the patient’s assessment of the quality of organization of medical care provided in outpatient settings were considered: demographic characteristics (age, gender); social determinants (level of education, recognition of the patient’s responsibility for their own health, marital status of the patient, the degree of compliance of the patient); economic determinant (the amount of disposable income); and the patient’s life priorities (“the standard structure of life priorities, the importance of the life priority “Health”).

Results. A symmetric correlation matrix with a dimension of 9×9 elements was formed, the analysis of which showed that no strong dependence was detected in any case. However, during the analysis, combinations of features were identified that need to be taken into account during further consideration (at subsequent stages).

Conclusion. According to the results of the analysis of the dependence of the patient’s satisfaction with the received medical care on each factor or group of related factors, 11 related signs were selected. No independent signs were detected. The dependencies between the studied parameters are very complex, and typical methods of variational statistics do not allow us to obtain unambiguous results. Only the use of special methods can make it possible to obtain a result in a form suitable for its use for practical purposes.

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