Patients’ satisfaction with the quality of medical care in the capital’s polyclinics

Cooperation between a medical professional and a patient is the main value of medical organization work and the key to improving the quality of specialists. Patient’s satisfaction with medical care received is an important indicator of the quality of work of state medical organizations in Moscow. The purpose of the study is to examine predictors of patient’s dissatisfaction with medical care, trust in medical organizations in general, which allow adjusting the work of medical organizations, building the interaction between a doctor and a patient in a positive way. The study is based on Rosstat data — Sample Health Monitoring Survey conducted in 2024 in all constituent entities of the Russian Federation. 98 961 people aged 15 and older were surveyed, 41.8% of men and 58.2% of women. Residents of Moscow make up 6.8% (6743 people), Moscow Oblast — 4.2% (4114 people). In Moscow, 81% of those who applied to state medical organizations are satisfied with the medical care provided. Dissatisfaction is related to organizational and communication deficiencies. Organizational problems include long waiting times at clinic reception, appointments for examinations (62%), lack of necessary equipment and medicines (44%), uncomfortable conditions (24%), poor sanitary conditions (10%). Secondary analysis of the data from the Sample Health Monitoring Survey is connected with information limitations. The list of elements that affect patients’ satisfaction with the quality of medical care is not limited to those available in the specified database. Infrastructure deficiencies are the most significant predictors of patient dissatisfaction with medical care in general. Professionalism of doctors is also a significant factor, but it is only in third place in terms of contribution to overall patient satisfaction with medical care. Women and patients from older age groups are more often dissatisfied with the quality of medical care. However, in the presence of infrastructural or communication deficiencies, personal qualities of patients cease to matter.