Fomicheva V.L., MD., professor Fomichev V.A., SD Zacharova
M.A.
THE OPINION OF CONSUMERS ABOUT THE QUALITY OF MEDICAL
SERVICES PROVIDED IN HEALTH CENTERS FOR CHILDREN IN THE
Abstract
In the analyzed indicators of the
quality of medical services provided to consumers of children's health centers
of the city of
It concludes that children's
health centers provide medical services above average customer satisfaction
loyalty factor close to the maximum.
Keywords:
Children's health centers,
evaluation indicators, the quality of medical services.
Introduction
Health centers for children were
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 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
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%.
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 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.
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.
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
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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