Psychological aspects of quality of medical service: modern problems and prospects of research

• Main Author: N.G. Pilipenko
• Format: Article
• Language: English
• Published: State Institution of Science «Research and Practical Center of Preventive and Clinical Medicine» State Administrative Department 2019-08-01
• Series: Клінічна та профілактична медицина
• Subjects: medical service, psychological basis of quality of medical service
• Online Access: http://cp-medical.com/index.php/journal/article/view/66

Purpose. To analyze and summarize scientific research on the problem of the psychological aspects of the quality of medical care. Research methods: library semantic, comparative and systemic approach. Results. Psychological quality assurance of medical care includes: the selection and use of relevant psychological research methods (interviewing patients and visitors of medical institutions, questioning medical professionals, interviewing experts, monitoring the process of medical care or a medical procedure, statistical analysis of complaints and suggestions); monitoring (conducting a survey) of patient satisfaction with the quality of medical care; assessment of the level of corporate culture, commitment and loyalty of medical workers to the medical institution; the introduction of training courses for medical staff in effective communication with patients; medical workers undergoing thematic improvement courses on the psychology of the treatment process and the psychological foundations of medical practice, doctor-patient communication trainings, educational seminars for nursing staff on enhancing psychological competence in interacting with patients. Conclusion. Despite the increasing attention of scientists to the problem of psychological aspects of ensuring the quality of medical services in recent years, its development in Ukraine has not yet been adequately developed. Analysis of the literature on the problem showed the absence of clear psychological criteria and methods for assessing the quality of medical care in health care facilities. The psychological aspects of the quality of medical care, such as the criteria for patient satisfaction with the level of medical care, the results of treatment, the attitude of the medical staff, the level of organization and coordination of medical care, awareness of rights and responsibilities, are almost uncharted in the national science. It requires the development of general conceptual principles for building consumer-oriented relations in the system «representative of a medical service - a consumer of a medical service», namely criteria and principles of effective communication with patients, which is one of the key conditions for the formation of their loyalty to a medical institution.