Satisfaction with Medical Care: The Main Integrative Indicator of Modern Healthcare

The Russian healthcare system is currently transitioning to a human-centric model that focuses on all parties involved in the process – both medical workers and patients. The patient is the main focal point: the quality of medical care is assessed not only by clinical outcomes, but also by the degree to which an individual pays attention to, understands, and is engaged in the treatment process. Today, public satisfaction with medical care is particularly important as an indicator of the practical implementation of a patient-centric approach. However, there are still a number of issues with which patients are not satisfied, such as queues and the inability to schedule appointments with a clinic by phone. What survey methods can be used to obtain reliable data about satisfaction with medical care? What analytical practices help transform data about people’s satisfaction into effective management decisions? How does patient feedback provide a basis for improving processes within a specific medical facility and developing the healthcare system as a whole?