Мониторинг удовлетворенности потребителей качеством и доступностью услуг амбулаторно-поликлинических учреждений: методические основы и эмпирические результаты

Abstract

Objective: To develop an adequate modern conditions methodical monitoring of customer satisfaction tools outpatient clinics and services to carry out its verification.
Discussion: Most of the existing monitoring procedures focused on the use of number (of score) or verbal and numeric scale for evaluating the quality of performance and availability of medical services. In our opinion, the judgment of consumers regarding the quality level of satisfaction characterized by uncertainty, so instead of formalizing their scores is more appropriate to use fuzzy math. Results: The method of monitoring customer satisfaction with the quality and accessibility of services of outpatient clinics, which is based on a three-approach (the establishment of resources, provision of health services, the result of the provision of health services), as well as the mathematical tools used fuzzy mathematics, is suggested. Results of monitoring of satisfaction with the quality and accessibility of services of outpatient clinics of Oryol, confirming the efficiency of the proposed method, are presented.