A new approach to assessing the quality of medical services: the problem of involvement of consumers in the assessment process

Actively carried out by the Ministry of Health of Russia, improvement of methods for assessing the quality of medical services did not lead to public satisfaction. There is a negative relationship between the growth of dissatisfaction with the quality of medical services and the low activity of the population in the process of its assessment. The actions of medical organizations and industry management bodies to ensure engagement through participation in online and offline surveys do not bring effective results. Dissatisfaction caused a change in the behavior of consumers of medical services - an increase in complaints to law enforcement agencies and the formation of a model of protest forms in social networks. The studies revealed the reasons for the low involvement of consumers in an independent assessment of the quality of medical services, the ranking of which showed that the second place is occupied by theoretical problems in the analysis of the structure and essence of the concept of quality of medical services, which have not been solved in the new methodological approach to the organization of internal quality control and safety of medical activities...