PRACTICE OF DETERMINING PATIENT SATISFACTION WITH THE QUALITY OF DENTAL CARE
DOI:
https://doi.org/10.11603/mie.1996-1960.2022.1-2.13113Abstract
Background. Patient satisfaction with health care is an indicator of the quality of the clinical outcome and the health care system with which he interacts. The rapid development of information and communication technologies in health care requires health care managers to use them to collect, process, and analyze patient satisfaction information. This issue is especially relevant for certified quality management systems. However, there is a lack of research to determine patient satisfaction in the digital medical space. The aim of the study: to investigate technologies for determining patient satisfaction with the quality of medical care in the practice of dental health facilities.
Materials and methods. Content analysis of local documents (19 units in total) of certified quality management systems of municipal non-profit enterprises: "Zhytomyr Regional Dental Medical Association", "Regional Dental Clinic" (Kharkiv), "Chernihiv Regional Dental Clinic" in terms of determining patient satisfaction. Methods of comparative analysis and generalization are also used.
Results. It was found that the system of bilateral interaction with patients in the studied institutions exists to determine patient satisfaction with dental care. However, modern digital communications capabilities are used to a limited extent. The list of components of quality in the questionnaires of the survey is incomplete. Paper copies of questionnaires and their manual processing are used. Official websites and Internet forums are not implemented in every institution. Surveys through online communities, online surveys, e-mail surveys are not used. At the same time, patients express dissatisfaction with the results of treatment, staff behavior, conditions of dental care on the introduced resources. Citizens' complaints are registered annually.
Conclusions. Selected analyses of digital information and communication technologies in the institutions where the study was conducted. This showed a low assessment of the need for regular close interaction with patients by the management of institutions. Strategic goals and objectives in the field of quality of dental care are violated by institutions.
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