Patients’ satisfaction with the quality of emergency medical care service in the example of Osh city

The article presents a study on patients’ satisfaction with the quality of emergency ambulance medical care service in Osh city. Improving the patients’ satisfaction with the quality of medical care is a key goal of any healthcare organizations. Identifying and resolving the problems (shortcomings) in conducting emergency medical care to people in timely manner is one of the effective mechanisms in quality improvement of the medical care system. An analysis is made of the findings of a survey of population views on the state and the quality of emergency (ambulance) medical care center of Osh city, on the work of it’s the dispatch unit (call center) and on the level of its technical/equipment capacity. The survey shows the prevalence of women (65.8%) who are actively using the service of emergency medical care. Among the respondents, 24% expressed their dissatisfaction with the work of dispatch unit “103”, and 37% of patients have responded that they are unsatisfied with the work of the ambulance, and 40% of the respondents were expressed their dissatisfaction with the level of technical/equipment capacity and medications provided by the ambulance unit. Among the other reasons for patients’ dissatisfaction were the lack of information provided on medical condition of the patients, the overall inadequate medical assistance provided by the emergency ambulance service, and lack of professional attitude or rude behavior toward the patients. To evaluate the quality of the work of ambulance service, the study underlines the necessity of developing and implementing a standardized questionnaire for the patients which allows to identify shortcomings and develop recommendations to the problems of the ambulance service.