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RESULTS OF MONITORING SATISFACTION OF CUSTOMERS QUALITY AND ACCESSIBILITY OF OUTPATIENT CLINICS OF OREL REGION

Annotation

One of the priorities of socio-economic objectives of the region is the provision of affordable and quality health care. In view of this essential component of the strategic management of the region is assessing the effectiveness of the regional health systems and mandatory health insurance. The low efficiency of system activity entails the reduction of the region's labor potential, the pace of its economic development. The authors propose a method of monitoring customer satisfaction with the quality and availability of free medical services. This technique was developed in the framework of a three-component (resources institutions, the process of providing health services, the result of medical services) fuzzy-multiple model. For each of these components the authors determined the list of integral (qualification and professionalism of the medical staff, the attitude of the patient, organizational accessibility, resources, material-technical equipment, the impact of the services provided) and private criteria of quality and accessibility of medical services outpatient clinics, and for the consumer survey a fact-finding questionnaire was developed. This questionnaire is divided into three sections, the first of which allows you to create an image of the consumer, the second allows to evaluate the contradictory opinions of experts and get on each particular criteria assessment of the level of satisfaction from a consumer, the third allows to evaluate the importance of each of the four criteria of integral satisfaction. The proposed method has been tested on an example of evaluation of compulsory health insurance system, which operates in the Orel region. The article presents the results the survey of 453 respondents from May to July 2016. Analysis of the results of monitoring consumer satisfaction with the quality and availability of services in the market of mandatory health insurance in the Orel region led to the conclusion about the need to find mechanisms to improve the efficiency of medical institutions.

Keywords

medical services; health insurance; monitoring; fuzzy-multiple model; defuzzification; quality; availability; customer satisfaction

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Pages

109-118

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