Quality Management System in Medical Organizations as a Tool to Increase Human Satisfaction with Services
- 10.2991/aebmr.k.200730.058How to use a DOI?
- quality management, internal quality control, quality of medical services, accessibility of medical services, human satisfaction with services, life expectancy, population morbidity rate
The study focuses on the correlation between the quality management system in medical organizations, the quality of medical services and human satisfaction with them. The decline in the medical aid quality and accessibility portrays itself as challenges and threats to the economic stability. The quality management system (QMS) is regarded as a tool to improve the quality of medical services and human satisfaction. As it is known, the quality management is a coordinated organization management in terms of quality, which consists of sequential actions including, first of all, the development of policies and goals in the context of quality, as well as planning, direct management, ensuring quality and improving it. The internal quality control system is considered a QMS model option in compliance with Roszdravnadzor recommendations. It includes the main processes: eleven for in-patient departments and fifteen for outpatient clinics. Each process has groups of indicators, formed ways and methods of assessing them. Work processes are regulated by standard operating procedures, which are documented instructions to perform work procedures. In 2016, six Russian Federation constituent territories participated in the internal quality control management, in 2017 – sixteen including the Tyumen region. In 2018, Tyumen Outpatient Clinics No. 5 and 17 were the first ones in the country to obtain Roszdravnadzor compliance certificate with certification procedure for medical organizations on a voluntary basis. The main target indicator of “Health Care” National Project is life expectancy, and the quantitative indicator of the internal quality control system is the population morbidity rate. The conducted econometric analysis showed that all healthcare factors with a positive influence vector were significant causes for changes in the morbidity rate per 1000 people. When assessing the impact on the possible life expectancy at birth, the following factors were significant: the capacity of outpatient clinics, the ratio of doctors and nurses (with a positive influence vector), the availability of hospital beds per 10,000 people (with a negative influence vector). The human satisfaction with the quality of medical aid was assessed by analyzing indicators at the official website for posting information on state (municipal) institutions, sample surveys of Rosstat and medical insurance institutions as part of “Health Care” National Project. The assessment results of the population satisfaction with the medical aid quality revealed a number of shortcomings in the work of medical organizations, which will be solved by implementing the QMS.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Yu.A. Yukhtanova AU - T.A. Koltsova AU - D.L. Skipin AU - R.Yu. Myshyakov PY - 2020 DA - 2020/08/01 TI - Quality Management System in Medical Organizations as a Tool to Increase Human Satisfaction with Services BT - Proceedings of the Russian Conference on Digital Economy and Knowledge Management (RuDEcK 2020) PB - Atlantis Press SP - 311 EP - 315 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200730.058 DO - 10.2991/aebmr.k.200730.058 ID - Yukhtanova2020 ER -