Feedback from patients as a resource for increasing labor productivity in primary health care institutions of the Russian Federation

The study focuses on the problem of increasing labour productivity in the health care sector. Its relevance is conditioned by the general trend of development and increasing the efficiency of all sectors of the economy and social sphere in the context of modern internal and external challenges. The paper considers the flow of patients, the speed of which is largely determined by the level of their satisfaction and loyalty to the medical organisation, as a resource for increasing the productivity of medical personnel. The aim of the study is to examine the factors affecting the indicators of public satisfaction with the process of medical care in primary health care in the Russian Federation (on the example of polyclinics) and to determine on this basis the possible directions for increasing the productivity of medical staff through increasing the flow of patients. The study used general scientific methods of theoretical analysis and synthesis, the unity of history and logic. The main hypothesis is that the dynamics of factors influencing the evaluation of the level of satisfaction with the process of medical care plays an important role in improving labor productivity and requires the adoption of organizational decisions aimed at improving the quality of services provided. The study is based on the results of the sampling observation of the quality and availability of services in the spheres of education, health care and social services, employment promotion, conducted by Rosstat in 2015-2023 and the socio-cultural approach, which assumes the orientation of medical organisations on patients as full participants in the treatment and diagnostic process. On this basis, consumer satisfaction with the medical care received is considered as a significant predictor of improving the performance of a medical institution. The organisational solutions proposed by the authors of this study are based both on the results of subjective assessments of respondents and objective data of official statistics. The findings and semantic conclusions made may be in demand by management bodies at different levels of health care management.