MONITORING OF PATIENT AND THEIR RELATIVES’ SATISFACTION WITH MEDICAL CARE AT A SPECIALIZED ENDOCRINOLOGY CENTER AS A BASIS FOR MANAGEMENT DECISIONS IN THE CONDITIONS OF FULL-SCALE WAR
DOI:
https://doi.org/10.11603/1681-2786.2026.2.16416Keywords:
thyroid cancer; chronic thyroid diseases; satisfaction; health care; health care management.Abstract
Purpose: to assess the validity of monitoring patient and family satisfaction with medical care in wartime for informing managerial decision-making. Materials and Methods. The study surveyed patients at the capital’s endocrinology center who had thyroid cancer (95) and other chronic thyroid diseases (505), as well as practically healthy individuals (172) from among their relatives. Results. The surveyed patients are characterized by 2.1-4.4 times lower chances of dissatisfaction with medical care than their practically healthy relatives (OR=0.33; 95%CI: 0.23-0.47). A common complaint among all respon- dents was dissatisfaction with primary health care: 54.5–58.9%. Compared with their healthy relatives the surveyed patients at the primary care level were 4.2–6.8 times less likely to complain about the expensive services (OR = 0.24; 95% CI: 0.15–0.40) and 1.1–2.7 times less frequently about the expensive medications (0.58; 0.37–0.93). In the case of specialized outpatient care, the surveyed patients were 5.3–16.7 times less likely to report complaints about rude staff behavior (0.19; 0.06–0.59), 3.7–9.0 times lower chances of distrust in the doctor (0.27; 0.11–0.67), and 2.8–5.9 times lower chances of complaints about outdated equipment (0.36; 0.17–0.76). During inpatient treat- ment, patients reported significantly fewer complaints across all domains: outdated equipment (OR 0.28; 95% CI 0.15–0.51), hospital conditions (0.29; 0.15–0.55), insufficient information (0.28; 0.13–0.59), staff behavior (0.30; 0.15–0.61), distrust of physicians (0.33; 0.15–0.74), and interdepartmental coordination (0.37; 0.18–0.76). It was found that 40-50% of thyroid patients and a third of their relatives had symptoms of anxiety and depression. Conclusions. To make informed management decisions, it is important to survey not only patients but also their relatives, given the high prevalence of anxiety and depression among Ukrainian citizens amid a full-scale war.
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