External audit of outpatient-polyclinic division of medical organizations for dealing with complaints from citizens as an effective way to improve the quality of medical activity

The article presents the methodology of external audit of medical organizations of outpatient -polyclinic level for dealing with appeals and complaints of citizens as an effective way to improve the quality of medical activity. Its novelty lies in the synthesis of methodological approaches: the use of sociological methods (expert survey, focus group study, questionnaire); the use of an expanded list of parameters to assess the effectiveness of the work of outpatient division of medical organizations with appeals and complaints from citizens; embedding the audit into the new system of public administration - the “Regional Management Center” (RMG). According to the results of its approbation, inconsistencies and violations in the work of 8 surveyed outpatient divisions of medical organizations were revealed. Mechanisms for improving the efficiency of work in the designated direction for the Ministry of Health of the Republic of Buryatia are proposed, including eliminating the personnel shortage of primary care medical organizations, improving technical support for providing medical care to citizens, developing administrative resources to improve the quality of work of outpatient healthcare structures and some others.