SD
Zacharova M.A., MD, professor Fomichev V.A., Dergacheva M.A.
SATISFACTION WITH THE QUALITY OF HEALTH
SERVICE PROVIDED BY HEALTH CENTERS FOR CHILDREN IN THE
Centers for
children's health began to be established in the
Purpose of the study. Evaluate the satisfaction with the work of
health centers for children in the city of
Material and method. Method of research: questioning (continuous,
correspondence, individual, distributing, semi-closed). In the group of
children under the age of 15, 728 questionnaires filled by parents of children
were evaluated: the boys were 358 (49.0%), girls - 370 (51.0%). The average age
of children was 8.34 ± 0.71 years. Teenagers (15-17 years old) completed 272
questionnaires: boys - 135 questionnaires (49.7%), girls - 137 questionnaires
(50.3%). The average age of the respondents was 16.1 ± 0.62. The urban and
rural population is represented almost equally.
The indicator of
customer satisfaction was calculated using the formula:
CS =
. B -
importance.
È – The fulfiment of the factor of
satisfaction.
50 - the maximum value of the product of the performance and importance.
Execution of satisfaction
factors (the degree of justification of expectations). It is estimated in
points on the scale: 4 points - expectations are more than justified, 3 points
- expectations are justified, 2 points - unjustified expectations, 1 point - no
response.
Importance (qualitative
assessment of services, degree of importance of information). It is assessed in
points on the scale: 1 point - no answer (complete indifference), 2 points -
complete discrepancy to the expected result, 3 points - some dissatisfaction
with quality, 4 points - average satisfaction, 5 points - high satisfaction.
Interpretation. 1 - 075 - CS
high, 0,74 - 0,51 - CS - above average, 0,50 - CS average, 0,49 - 0,25 - CS
below average, 0,24 - 0 - CS is low. Negative values in these ranges will indicate the degree
of customer dissatisfaction.
A special value is attached to
the consumer loyalty criterion. Loyalty is the consumer's preference for a
particular type of service. A loyal consumer regularly visits an institution,
uses the full range of services, attracts the attention of other people, reacts
with distrust to the proposals of competitors. Willingness to pay a second
visit to the institution (question 4, tables 1, 2, page 3,4) - the type of
loyalty commitment (habit). "Visit on recommendation" - type of
loyalty - interest.
Results. Table 1 (page 3)
demonstrates questions, the answers to which help determine the satisfaction
with the quality of health services provided by health centers to children
under 15 years of age.
Table 2 (page 4) demonstrates the questions, the answers to which help
determine the satisfaction with the quality of services provided by health
centers to children aged 15-17.
A natural criterion of loyalty
to the service provider is trust in the information received and the
willingness of the consumer to contact the same agency again for the same
services (section 4, table 1.2)
Compared with
Among
visitors to children's health centers, the most frequent answer to the source
of information about the institution was information from health workers - 53%,
a visit on the recommendation of relatives and friends - 35%.
Table
1
The results of a survey of visitors to the health center for children (filled
with parents)
|
¹ |
Issues |
Variants of answers |
Σ |
% |
Ì |
%* |
F |
%* |
|
1 |
What shortcomings
in the work of the health center can be noted? |
No shortcomings |
708 2 2 2 0 9 |
97,3 0,3 0,3 0,3 0 1,2 |
348 1 1 1 0 4 |
97,2 0,3 0,3 0,3 0 1,1 |
360 1 1 1 0 5 |
97,3 0,3 0,3 0,3 0 1,4 |
|
2 |
Satisfied |
Completely
satisfied |
617 108 1 0 2 |
84,8 14,8 0,1 0 0,3 |
305 52 0 0 1 |
85,2 14,5 0 0 0,3 |
312 56 1 0 1 |
84,3 15,1 0,3 0 0,3 |
|
3 |
What state of
your child's system did you get new information about? |
Cardiovascular |
289 226 54 15 390 353 4 12 16 |
39,7 31,0 7,4 2,1 53,6 48,5 0,6 1,7 2,2 |
130 113 22 4 187 166 0 6 10 |
36,3 31,6 6,2 1,1 52,2 46,4 0 1,7 2,8 |
159 113 32 11 203 187 4 6 6 |
43,0 30,5 8,7 3,0 54,2 50,5 1,1 1,6 1,6 |
|
4 |
Are you
planning to contact the health center again? |
Yes, learn
about health |
573 262 13 0 9 |
78,7 36,0 1,8 0 1,2 |
273 127 7 0 7 |
76,3 35,5 2,0 0 2,0 |
300 135 6 0 2 |
81,1 36,5 1,6 0 0,5 |
|
5 |
Your expectations from the health center |
More than
justified |
292 415 0 21 |
40,1 57,0 0 2,9 |
143 205 0 10 |
40,0 57,3 0 2,8 |
143 210 0 11 |
40,3 56,8 0 3,0 |
• in the gender sample
The trust in the received information
in the health centers for children is registered. 78% of respondents are ready
to continue to receive data on their health in these institutions, 38% - are
willing to receive additional recommendations for the prevention of diseases.
Table 2
Survey
results of visitors-teen health centers for children
|
¹ |
Issues |
Variants of answers |
Σ |
% |
Ì |
%* |
F |
%* |
|
1 |
What shortcomings in the work of the
health center can be noted? |
No shortcomings |
216 0 6 5 0 1 |
96,0 0 2,2 1,8 0 0,4 |
129 0 4 2 0 0 |
95,6 0 3,0 1,5 0 0 |
132 0 2 3 0 1 |
96,4 0 1,5 2,2 0 0,7 |
|
2 |
Satisfied |
Completely
satisfied |
232 39 1 0 0 |
85,3 14,3 0,4 0 0 |
117 17 1 0 0 |
86,7 12,6 0,7 0 0 |
115 22 0 0 0 |
83,9 16,1 0 0 0 |
|
3 |
What state of your system did you get new information about? |
Cardiovascular |
100 78 13 4 160 95 18 6 |
36,8 28,7 4,8 1,5 58,8 34.9 6,6 2,2 |
50 40 2 73 52 7 2 |
37,0 29,6 3,0 1,5 54,1 38.5 5,2 1,5 |
50 38 9 2 87 43 11 4 |
36,5 27,7 6,6 1,5 63,5 31.4 8,0 2,9 |
|
4 |
Do you plan to contact the health
center? |
Yes, learn about health |
209 49 21 1 5 |
76,8 18,0 7,7 0,4 1,8 |
97 28 11 1 2 |
71,9 20,7 8,2 0,7 1,5 |
112 21 10 0 3 |
81,8 15,3 7,3 0 2,2 |
|
5 |
Your expectations from the health center |
More than justified |
122 148 0 2 |
44,9 54,4 0 0,7 |
58 76 0 1 |
43,0 56,3 0 0,7 |
64 72 0 1 |
46,7 52,6 0 0,7 |
• in the gender sample
Leading positions in the
importance of the information received are anthropometric data (52%), the
presence of risk factors for diseases (43%), the state of the cardiovascular
system (38%), and the respiratory system (36%).
In general, the majority of
respondents were satisfied with the quality of medical services (99%) received
in the health centers for children. About 0.4 per cent of respondents reported
0.4 per cent of the shortcomings in the work, another 0.6 per cent found it
difficult to answer this question.
Calculation of average
consumer satisfaction indicators of health services provided by children's
health centers.
Performance of satisfaction factors (max - 4, min -1) - 3,33 ± 0,20.
Importance (max - 5, min - 1) - 4.84 ± 0.46.
Customer satisfaction (max +1, min -1) - 0,69 ± 0,04.
Loyalty (commitment / habit) - 0,95 ± 0,01 ( Every twentieth patient is not
ready to return to this institution).
Loyalty (interest) - 0,88 ± 0,01 ( 88 people out of 100 turned to the health
center on the recommendation).
Conclusion. Thus, data on satisfaction with the quality of health
services provided by health centers for children indicate a degree of
satisfaction "above average" with a "high loyalty ratio"
close to the maximum.
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