Opportunities to improve the state outpatient clinics work: patients opinion

Arshukova I.L.; Dobretsova E.A.; Dugina T.A.

doi:https://doi.org/10.17116/profmed20232601122

Arshukova I.L.

Krasnoyarsk State Medical University named after Prof. V.F. Voyno-Yasenetsky

ORCID: 0000-0002-7347-574X

Dobretsova E.A.

Saint Petersburg University

ORCID: 0000-0003-2552-3476

Dugina T.A.

Krasnoyarsk State Medical University named after Prof. V.F. Voyno-Yasenetsky

Opportunities to improve the state outpatient clinics work: patients opinion

Authors:

Arshukova I.L., Dobretsova E.A., Dugina T.A.

More about the authors

Journal: Russian Journal of Preventive Medicine. 2023;26(1): 22‑29

DOI: 10.17116/profmed20232601122

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To cite this article:

Arshukova IL, Dobretsova EA, Dugina TA. Opportunities to improve the state outpatient clinics work: patients opinion. Russian Journal of Preventive Medicine. 2023;26(1):22‑29. (In Russ.)
https://doi.org/10.17116/profmed20232601122

Подписка 2026 Профилактическая медицина (Russian Journal of Preventive Medicine)

Использование инфографики авторами научных работ

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OBJECTIVE

To study the patients’ satisfaction related to the activity of Krasnoyarsk outpatient clinics and possible ways of improvement of organization and quality of their work from the patients’ point of view.

MATERIAL AND METHODS

The study included 1.672 patients of Krasnoyarsk public outpatient clinics. Patients were interviewed using a specially designed semi-structured questionnaire. The collected data were processed using IBM SPSS Statistics 22. The data was processed with the χ² method and decision tree construction. Statistical significance was considered at p<0.05.

RESULTS

Condoning attitude to outpatient clinics was observed in 49.3% of Krasnoyarsk patients. The least positive attitude towards outpatient clinics was shown by those respondents who were not satisfied with the service of the general practitioner. Patients who have a permanent general practitioner who suits them mostly have a positive attitude to the outpatient clinic in general, experience much less discomfort related to making an appointment with the doctors, are more tolerant of long waiting times for an appointment, and are less likely apply to the registration desk or to come to the doctor’s office on the «first come, first served» basis. Improving the system for doctor appointments can also improve the attitude toward outpatient clinics. Call center and online appointments are not sufficiently accessible to all interested patients. Patients are much more satisfied with a city outpatient clinic if it provides quality service. The more spacious an outpatient clinic is, the more information stands and medical specialists it has, and the more services it provides, the better patient feedback.

CONCLUSIONS

It is possible to increase patient satisfaction in city outpatient clinics by working with general practitioners to improve doctor-patient communication, telephone and online appointment systems, and create a comfortable environment in the clinic.

Keywords:

patient-centered care

quality of life

general practitioner

patient satisfaction

Authors:

Arshukova I.L.

Krasnoyarsk State Medical University named after Prof. V.F. Voyno-Yasenetsky

ORCID: 0000-0002-7347-574X

Dobretsova E.A.

Saint Petersburg University

ORCID: 0000-0003-2552-3476

Dugina T.A.

Krasnoyarsk State Medical University named after Prof. V.F. Voyno-Yasenetsky

Received:

16.08.2022

Accepted:

28.09.2022

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