ASSESSMENT OF MEDICAL SERVICE AND THE PATIENTS’ SATISFACTION AT THE PRIMARY HEALTHCARE INSTITUTIONS

TEA MIKANADZE

PhD student of Technical University of Georgia

Tbilisi, Georgia

E-mail: tea.mikandze@mail.ru

http://orcid.org/0000-0002-7759-5933

Abstract

Healthcare is a special sphere  of the service. Unlike with other spheres of economy, where a consumer takes a decision himself/herself on the kind of service or product he/she wants to buy, in the healthcare economy, a service supplier, that is a doctor, decides the kind of service a consumer/patient needs. That is why, education and professionalism of a service supplier has a special importance in the healthcare field. Economic rise of any country is accompanied by the development of healthcare sector and vice versa, a good healthcare system promotes the intensification of economy, as the more healthy people live in the country, the more employable work force are in the country. At the same time, successful management of the health care system is the guarantee of the national safety.

In 2003 the initiative of the world healthcare organization, the healthcare future to be based on the primary healthcare, like many countries of world joined Georgia, as well.  Since then, primary healthcare is the significant and advantageous direction of modern reform on the medical market, according to which, the general mission of the state is the care of the health of population on the first level of the medical institution, where based on the tight relations of a doctor-patient, prevention or revealing on the initial stage of the disease and their management on the ambulatory level is possible. 

Range of issues were outlined immediately after the implementation of reforms in the Georgian healthcare sector, that promotes creation of a successful healthcare model, inter alia accessibility with the qualitative medical service takes one of the leading place. Consequence from these high interests, and  also due to shortage of researches in the primary healthcare, the research of assessment of the quality of the medical services and satisfaction of the patients in Ajara primary healthcare institutions was implemented by us. 

The goal of the work is a situational analysis of the medical service quality existed in the primary healthcare institutions of Ajara region, revealing of problems and defects existed there.

Strong competition existed on the healthcare marked defines originality and value of the implemented researches, that makes the consumers more pretentious and demanding. Accordingly, this or that organization is compelled to care about gaining certain advantage and to maintain it, that means a satisfied consumer, who always tries to use the services of this organization.  Nowadays, when a pandemic is so severe in the world and the healthcare system stands before a great challenge, especially the actuality of the qualitative service delivery by the primary healthcare service is obvious.

Within the research process, for achievement of the goal, the method of analysis and synthesis, also data collecting, processing and other methods have been used. Under the received results, the coefficient of the patients’ satisfactory was defined and on the basis of the corresponding conclusions, recommendations were given, which will promote the problem resolution.