Social aspects of implementing patient feedback in systems used for quality control and safety of medical activities

Abstract


This paper examines the technical and technological possibility of providing citizens with information about the results of all ongoing quality checks of medical care provided to them, and also makes an attempt to study the subjective attitude of citizens to this kind of information. For this purpose, an analysis of the existing regulatory legal framework (federal laws, by-laws) was carried out, and research was conducted in the form of a survey among 50 respondents. The percentage of Russians with access to state and municipal services (not only in digital form) in the country exceeds 97%, of which more than 76% use electronic services. Among all inspections, the vast majority relate to the compulsory health insurance system, and only 0.2% of the activities are carried out at the request of citizens, with the results of the inspection subsequently provided to them. Modeling, during a social experiment, a situation where a citizen who previously had no complaints about the quality (results) of medical services provided, received control results, shows, first of all, the emergence of aggression and the desire to “punish” a medical organization, rather than resolve the issue of the impact of such a violation on his health, with determination of tactics (if necessary) for continuing treatment.


About the authors

Denis O. Roshchin

N. A. Semashko National Research Institute of Public Health

Author for correspondence.
Email: droshchin2@gmail.com
ORCID iD: 0000-0001-7151-1324

Russian Federation, 105064, Moscow, Russian Federation

Petr V. Laktanov

N. A. Semashko National Research Institute of Public Health

Email: p.laktanov@medfarmexpert.ru
ORCID iD: 0009-0009-9025-8761

Russian Federation, 105064, Moscow, Russian Federation

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