ANALYSIS OF PATIENT SATISFACTION WITH THE QUALITY OF RENDERED SERVICES AS AN EFFECTIVE MECHANISM OF MANAGEMENT IN HEALTHCARE ORGANIZATIONS

Abstract

The research goal is to evaluate patient satisfaction with the quality of rendered medical services in the context of implementing a quality management system. The article presents a five-year analysis of the performance of Russian Ilizarov Scientific Center for Restorative Traumatology and Orthopaedics, as well as the patient satisfaction score. It is shown that with the increase in the number of patients treated and the number of provided services (number of operations) the quality of surgical treatment remains the same due to the continuous monitoring of patient satisfaction. Based on these data corrective actions are taken. The benefits of introducing the quality management system to the medical facility are specified. This experience can be applied in the work of various medical organizations.