Analysis of factors influencing patient satisfaction with medical care in healthcare organizations of Gomel city

Relevance. In the context of healthcare modernization and increased focus on patient-centered care, patient satisfaction with medical care is becoming a key performance indicator for healthcare organizations. To systematically assess and manage this indicator, a survey of patient satisfaction with medical care was conducted in healthcare organizations in Gomel city.

The purpose of the study is to identify the key factors influencing patient satisfaction with medical care in public healthcare institutions of Gomel city.

Materials and methods. The study was conducted in two healthcare organizations in Gomel city (GUZ «GGKP No. 2» and GUZ «GGKP No. 5») with 150 respondents. The STIMUL methodology was used, which included an assessment of overall satisfaction on a 5-point scale, followed by the identification of factors reducing the score. The analysis employed calculations of Emotional Load (EL) and Emotional Weight (EW) of the problems.

Results. The average satisfaction level was 4.3 points in GGKP No. 2 and 4.6 points in GGKP No. 5. The greatest impact on satisfaction was exerted by problems related to digital interaction (lack of internet access – EL=3.25; inconvenient website – EL=2.5), infrastructure deficiencies (uncomfortable waiting areas – EL=7.25; lack of secure storage for personal belongings – EL=2.5–4.5), and organizational difficulties (need for self-referral to specialists – EL=4.5; long waiting time for doctor’s appointment – EL=4.25).

Conclusion. The study results demonstrate significant potential for improving the service component of medical care through targeted elimination of the identified problems. The priority areas for GGKP No. 2 are the development of digital services, while for GGKP No. 5, they are the optimization of appointment processes and infrastructure modernization. The obtained data form the basis for developing targeted programs to improve the quality of medical services.

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