Problems of Social Hygiene, Public Health and History of MedicineProblems of Social Hygiene, Public Health and History of Medicine0869-866X2412-2106Joint-Stock Company Chicot185610.32687/0869-866X-2023-31-4-535-540Научная статьяTHE SYSTEMIC APPROACH TO ANALYSIS OF OPINIONS OF PATIENTS ABOUT MEDICAL SERVICEKleymenovaE. B.ovakova_anna@mail.ruAkhmetovaA. I.ovakova_anna@mail.ruYashinaL. P.ovakova_anna@mail.ruNikitinN. V.ovakova_anna@mail.ruThe Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, RussiaThe Federal Research Center “Informatics and Management” of the Russian Academy of Sciences, 119333, Moscow, Russia2508202331453554003072025Copyright © 2023,2023<p>The purpose of the study is to adapt the Health Care Complaints Analysis Tool (HCAT) technique to analysis of complaints of patients at the level of medical organizations. The sampling of 1419 applications of patients were analyzed. All applications were entered into register and systematized and analyzed using the HCAT technique. All complaints were distributed to three problematic areas: clinical problems, organizational problems and communication problems. Each problematic area includes categories and subcategories specifying the main point of complaint. The gravity of potential harm to health and severity of factual health impact were determined. The most of complaints (77%) were related to management problems, while clinical and communication problems were found rarely (5% and 18%, respectively). The subcategory assignment appeared to be the least reliable part of the HCAT taxonomy. The management subcategories were adapted to enhance the sensitivity of detection of underlying organizational problems. The HCAT standardize approach to analysis of complaints of patients and demonstrated its applicability for systematization of complains in both inpatient and outpatient medical organizations. 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