Ways to improve outpatient medical care based on the analysis of patient’s satisfaction with the service provided

There are significant discrepancies between the official rating indicators of medical institutions and subjective assessments of patients. The aim of the study was to analyze patient satisfaction with the medical service provided at the outpatient level and to develop approaches to improve service quality. We assessed the satisfaction of 123 adult patients who applied to the State Budgetary Institution (MBUZ) "City Polyclinic No. 66 of the Moscow City Health Care Department" by means of a continuous questionnaire survey. Most patients were satisfied with the medical service provided; overall satisfaction was more in satisfaction with comfort and medical appointments, and less in satisfaction with waiting time and quality of information technology. No correlations were found between age, gender, urgency of a visit to the clinic, and satisfaction scores. The applied multifactorial questionnaire allowed revealing the problematic issues of functioning of the outpatient-polyclinic unit and can be used both in the assessment of patients' satisfaction with the medical care provided by controlling bodies and by polyclinic administration in the format of routine self-audit.