Problems of Social Hygiene, Public Health and History of MedicineProblems of Social Hygiene, Public Health and History of Medicine0869-866X2412-2106Joint-Stock Company Chicot203710.32687/0869-866X-2023-31-s1-857-861Научная статьяIMPROVEMENT OF QUALITY CHARACTERISTICS OF MEDICAL SERVICES BASED ON PATIENT SATISFACTION MEASUREMENT RESULTS AND QFD TOOLSIsaenkovaE. A.SonI. M.1109202331S385786104082025Copyright © 1970,1970One of the directions to increase the effectiveness of medical organizations in the region is the development of managerial tools for improving the quality of medical services. The aim of the study is to develop an approach to improving the quality of medical services based on the results of measuring patient satisfaction with the quality of medical services, mapping satisfaction criteria to medical and technological characteristics of the quality of services, substantiation and selection of appropriate corrective measures. The method of measuring patient satisfaction with the quality of the provided medical service and the method of deploying quality functions ensuring transformation of patient needs and expectations into characteristics of service quality were used. The measurement of patients satisfaction with the quality of medical services is carried out during medical and sociological research. The measurement results are obtained by statistical processing using a software set. To determine measures to improve the quality of cardiological services, the results of changing patient satisfaction were used in accordance with the method of deploying quality functions, which consists in implementing a number of steps that ensure the determination of a minimum set of additional requirements for medical services in order to meet the requirements of patients. This technique is supported by specialized software. Implementation of the proposed approach makes it possible to form tools aimed at creating an information model of medical services and ensure the change in the quality of such services demanded by patients.quality of medical servicesmeasuring patient satisfactionQuality Function Deploymentcorrective actionsкачество медицинских услугизмерение удовлетворенности пациентовфункция развертывания качествакорректирующие мероприятия1.Parasuraman A., Ziethaml V. A., Berry L. L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality // Journal of Retailing. 1988. Vol. 64, N 1. P. 12—40.2.Zeithaml V. A., Bitner M. J., Gremler D. D. Services marketing strategy // Wiley International Encyclopedia of Marketing. 2010. Vol. 1. P. 31—38.3.Mitra A. Fundamentals of quality control and improvement. Hoboken; 2016. 819 р.4.Beheshtinia M. A., Azad M. F. A fuzzy QFD approach using SERVQUAL and Kano models under budget constraint for hotel services // Total Quality Management and Business Excellence. 2019. Vol. 30, N 7/8. P. 808—830.5.Данилов А. В., Сон И. М., Меньшикова Л. И. Опыт использования методики SERVQUAL для измерения удовлетворенности пациентов качеством медицинских услуг // Проблемы социальной гигиены, здравоохранения и истории медицины. 2021.ю Т. 29, №3. С. 519—524.6.Данилов А. В., Исаенкова Е. А. Методические подходы к измерению удовлетворенности качеством медицинских услуг пациентами для целей формирования управленческих решений на региональном уровне // Моделирование, оптимизация и информационные технологии. 2017. №3. С. 1.7.Наследов А. Д. IBM SPSS STATISTICS 20 и AMOS: профессиональный статистический анализ данных. СПб.; 2013. 416 с.8.Суслин С. А., Вавилов А. В., Гиннятулина Р. И. Удовлетворенность пациентов городской многопрофильной больницы медицинским обслуживанием // Исследования и практика в медицине. 2018. Т. 5, №4. С. 118—125.9.Берсенева Е. А., Мендель С. А., Савостина Е. А., Таирова Р. Т. Результаты анкетирования пациентов с целью оценки организации процессов в медицинском учреждении // Вестник современной клинической медицины. 2018. Т. 11, №2. С. 59—65.