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Analysis of information on the quality of medical care obtained through surveys of patients and their families

Sociological studies regarding the study of patients' opinions on the quality of medical care provided in dental clinics are one of the indicators of the quality of medical care. In this context, quality control of dental services to patients of dental institutions, in addition to monitoring compliance with the standards of CSH, includes an analysis of the opinions of consumers and their relatives about the services provided.

We have studied the opinion on the quality of the services provided to patients who received medical care in the healthcare facilities of the dental profile of the Khabarovsk Territory. Separation of age groups was carried out on social grounds. In the process of research, the questionnaires were distributed by the staff of dental clinics and directly by the researchers. In order to eliminate the influence of medical personnel on visitors' responses, the questionnaire was conducted prior to medical admission or manipulation. As part of the research program, a total of 872 patients and family members (mothers of children seeking dental care) were interviewed.

The questionnaire included questions assessing the attitude of clients to this healthcare facility of a dental profile, the quality of medical care and consumer properties of dental services. The age and gender composition of visitors was analyzed. Most of the respondents were women (83.7%) and visitors aged 23 to 50 years (87.3%). Among women, patients from 25 to 57 years old dominated, among men, patients from 16 to 43 years old.

According to the results of the questionnaire, all respondents can be divided into two main groups - regularly visiting dental clinics (37.8%) and occasionally (51.9%). Patients under the age of 50 are predominant among regular visitors, patients aged 15–23 years and patients over 50 years of age visiting dental institutions occasionally. Among female patients, a predominance of clients regularly visiting a dental institution is observed - 49.5%, among men - only 27, 9%. The highest level of satisfaction with the dental services provided is observed among men - 67.1%.

High assessments of the quality of dental services dominated in the age groups of 15–20 years (over 60%).
In the groups of patients older than 50 years old, low assessments of the quality of the dental services performed (over 75%) prevailed.

A number of questions on the questionnaire characterize the attachment of patients to the studied healthcare facilities of the dental profile, which made it possible to distinguish between the “mobile” and “settled” categories of visitors. The most mobile were the age groups of 25-30 years (63.9%), 31-40 years old (49.7%) and 51-60 years old (43.2%). Respondents older than 60 years (more than 85%) prefer one permanent dental clinic.

An analysis of the questionnaire questions characterizing the consumer properties of the clinic’s services showed that for men under the age of 50, the priority is the quality of services rather than attachment to a specific dental clinic (81.3%).

Most of the respondents who received services in non-state healthcare institutions focused on the ratio of quality and cost indicators. They played a large role in the appearance of the staff and the mode of operation of the clinic, but not as independent factors, but in combination with the quality of services. The overwhelming majority of clients of non-governmental dental health care facilities have a negative attitude towards queues (92.7%). Waiting times of up to 10 minutes more often suit women (59.1%). Adolescents and older respondents (over 60) tend to wait from 20 to 30 minutes before a dentist.

Data from surveys of patients of dental institutions suggest that the majority of clients positively evaluate the work of dental care facilities. However, the most solvent customers do not fully satisfy their needs for dental services. The main incentives that encourage consumers to use the services of a dental clinic are quality indicators of services, the ratio of quality / cost, waiting time for an appointment, the clinic's operating mode and appearance of staff, etc.
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Analysis of information on the quality of medical care obtained through surveys of patients and their families

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