The factors influencing the satisfaction with the treatment of cardiosurgical patients
Purpose - to assess the quality of work of physicians, middle and junior medical staff to identify the key factors in their job that affect the level of patients’ satisfaction inside the clinic. Objective. Our research is devoted to the attempt to use supercritical technologies for complete leaching of cellular elements from the wall of the aortic allograft in order to increase its biocompatibility. Material and methods. The prospective study had been performed in the department of surgical treatment of interactive pathology of the Bakoulev National Medical Research Center for Cardiovascular Surgery. All patients (solid sample) right before their discharge had been asked to complete a specially designed questionnaire, which was voluntary and anonymous. The questionnaire included the information relating to the quality of work of middle and junior medical staff. It also contained the general information about the patient such as sex, age, education, etc. The questionnaire totally consisted of 24 questions. Some of which had been evaluated by ball system from 1 to 5 or to 10. Results. There had been analyzed 1105 questionnaires completed by patients during the 12 months period (January - December 2017). The frequency of refusal to complete the questionnaire was 4%. The average age of the patients was 56 (44; 64) years. The gender distribution was 47% - male, 53% - female. The job of physicians was positively evaluated by 96%. According to patients’ opinion, the nursing staff treated them politely and respectfully in 59% - "always", 28% - "usually", 13% - "sometimes". There had been not observed such answer as “never”. Medical care provided by the nurses generally had been appreciated positively in 83% of the patients: “excellent” in 58%, “good” in 25%, “satisfactory” in 17%. Patients had worse evaluated the work of the junior medical staff. Only 76% of the patients gave a positive feedback about their work, such as “excellent” estimated 50% of patients and “good” only 26% of patients. A detailed analysis of the issues concerning the junior medical staff showed that the questions about the accompanying the patient to the toilet and using bedpans, had a direct correlation with the assessment of the work of junior medical staff ( r =0.74), nurses ( r =0.71). This issue also correlated with an evaluation of the work of the department generally ( r =0.62), as well as with the question “Would you recommend this department to your friends?” ( r =0.6). There had been not identified any communication between the patient's age, sex, social status, education and attitude to the work of the Department. Conclusion. The most important issue in the quality of the care appeared to be the work of nurses and junior medical staff with patients, especially in the early postoperative period, when patients are in a limited mobility and social insecurity. If the patient gets the bedpan not in time or is not accompanied to the toilet, he develops a negative attitude towards the provided comfort, which lasts during the whole period of stay in the department. The regular surveying and monitoring of patients’ subjective satisfaction while their staying in the clinic can be used by the administration of the institution for the organization of the quality management system of medical care. The volume of questions in the questionnaire and their specificity must be determined in accordance with the purposes and objectives of the solution, on which this collection of information is directed.