Analysis of the city polyclinic's activity in organizing work with citizens’ appeals and complaints

Based on the results of a medical and sociological study, the paper analyzes the activities of a large polyclinic in Ulan-Ude on the organization of work with appeals and complaints from citizens. The study was carried out on the basis of the author’s methodology and the use of sociological methods: observation, expert survey, focus group discussion, content analysis of social networks. The root causes in the work of the polyclinic that led to the submission of appeals and complaints were identified: a lack of medical personnel, flaws in the organization of medical care, non-compliance with the principles of ethics and deontology on the part of medical personnel. Recommendations are developed for the administration of the polyclinic surveyed to improve the efficiency of activities in the direction indicated. Recommendations are offered to the regional Ministry of Health in order to improve the work of polyclinics in Ulan-Ude with citizens’ appeals and complaints.