Monitoring of consumers 'satisfaction quality and availability of medical services in segments of the market of free and payable medicine

Author(s):  T.N. Russkikh, candidate of Sciences, associate Professor, Oryol State University named after I.S. Turgenev, Orel, Russia, trusskih@rambler.ru

V.I. Tinyakova, Dr., Russian State Social University, Moscow, Russia, tviktoria@yandex.ru

Issue:  Volume 45, № 4

Rubric:  Sectoral markets and market infrastructure

Annotation:  The article proposes a system of criteria for assessing the satisfaction of consumers with the quality and accessibility of health services in the free and paid medicine sectors of the region. The proposed system includes criteria that allow assessing the qualifications and professionalism of medical personnel, attitudes towards the patient, organizational accessibility, the material and technical equipment of the institution, and the effectiveness of the services provided. The author's methodology for monitoring customer satisfaction with the quality and accessibility of services based on linguistic evaluation and the tools of fuzzy mathematics is described. The proposed methodology provides a unified approach to the problem of monitoring satisfaction for free and paid medical services. Empirical results of monitoring of customer satisfaction with quality and accessibility of services of outpatient clinics and commercial clinics are given on the example of the market of medical services in the city of Orel and Orel. The results of the study allow to identify the benefits of providing paid medical services, to identify areas for improving the effectiveness of the organization of medical care, primarily the municipal institutions of the region

Keywords:  medical service, quality criteria and access to health services, customer satisfaction, monitoring

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