Satisfaction of housing and utility service employees with the quality and conditions of health care

Abstract

Providing primary health care is one of the priority areas of healthcare due to importance of early detection, treatment and prevention of diseases. The development of management decisions aimed at improving the healthcare management is impossible without taking into account patient satisfaction with the availability and quality of medical services.Aim. To assess the satisfaction of housing and utility service employees with the quality and conditions of health care in the context of the implementation of follow-up monitoring program.Material and methods. The study was carried out before and after the implementation of the Regulations for treatment and prevention of hypertensive employees of the Water Utility of St. Petersburg. A total of 292 people were surveyed by the questionnaire recommended by the territorial compulsory medical insurance fund of St. Petersburg. There were following evaluation criteria: for the availability of healthcare — how easy it is to make an appointment with a specialist on the day of treatment; for the quality of healthcare — satisfaction with the conditions of waiting for an appointment and medical support.Results. The majority of respondents were satisfied with both the conditions of waiting and provision of care, the respectful and professional attitude of medical staff (satisfaction rate, 83,2%). After the implementation of the Regulations, the number of people who were completely satisfied with the waiting conditions in a medical institution increased from 80,2% to 90%. Satisfaction with the medical support increased from 83,2% to 95,7%. The share of those who were completely satisfied with the clinical setting also increased — from 75,7% to 82,3%. The number of "excellent" ratings given for the physician’s explanation of the prescribed treatment and procedures has increased (from 76,8% to 85,6%). The greatest satisfaction with the quality of care was among those aged 45-49 years.Conclusion. The results obtained indicate that there is a connection between satisfaction and both the quality of care provided and the involvement of patients in the treatment and preventive process.

Keywords

• satisfaction and quality of health care
• primary health care
• follow-up monitoring
• quality of clinical setting
• hypertension