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THE SYSTEMIC APPROACH TO ANALYSIS OF OPINIONS OF PATIENTS ABOUT MEDICAL SERVICE
- Authors: Kleymenova E.B.1,2, Akhmetova A.I.1,3, Yashina L.P.1,2, Nikitin N.V.1,3
- Affiliations:
- The Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, Russia
- The Federal Research Center “Informatics and Management” of the Russian Academy of Sciences, 119333, Moscow, Russia
- Issue: Vol 31, No 4 (2023)
- Pages: 535-540
- Section: Articles
- URL: https://journal-nriph.ru/journal/article/view/1856
- DOI: https://doi.org/10.32687/0869-866X-2023-31-4-535-540
- Cite item
Abstract
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. The final structure of classification can depend on health care institution level and conditions of medical services provision.
About the authors
E. B. Kleymenova
The Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, Russia; The Federal Research Center “Informatics and Management” of the Russian Academy of Sciences, 119333, Moscow, Russia
Author for correspondence.
Email: ovakova_anna@mail.ru
117593, Moscow, Russia
A. I. Akhmetova
The Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, Russia;
Email: ovakova_anna@mail.ru
L. P. Yashina
The Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, Russia;The Federal Research Center “Informatics and Management” of the Russian Academy of Sciences, 119333, Moscow, Russia
Email: ovakova_anna@mail.ru
N. V. Nikitin
The Multidisciplinary Medical Center of the Bank of Russia, 117593, Moscow, Russia;
Email: ovakova_anna@mail.ru
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