Introduction. Cooperation between a medical professional and a patient is the main value in the work of a medical institution organization and the key to improving the quality of specialists.
The purpose of the study. Development and testing of the “secret patient” method, which allows assessing the quality of medical care in accordance with the Moscow clinics’ values from the patient’s point of view; identifying factors influencing patients’ opinions regarding the quality of medical care.
Materials and methods. The study was conducted in 2024 at two medical centers in Moscow. The following methods are: focus group, content analysis, “secret patient”, participant observation.
Results. The assessment tools include the possibility and convenience of making an appointment with a doctor on the website of a medical institution; features of communication with medical workers; characteristics of the medical institution; information about the medical institution and communications in the medical institution; additional information. All medical care’ elements correlate with the values: patient-centeredness, friendliness, teamwork, trust and mutual respect.
Research limitations. The study is limited by the absence of disease in the investigators conducting the participant observation.
Conclusion. The developed methodology for receiving feedback from the head of a medical organization from patients corresponds to the core values of Moscow clinics and can be taken into the operational activities of medical organizations. Doctors provide consultations in accordance with the clinic’ values. Mutual respect and trust must be reinforced by the adoption of appropriate values by patients. The main shortcomings present in isolated cases are associated with unequal treatment of patients and incorrect communication by nursing staff.
Compliance with ethical standards. The study was approved by the Ethics Committee for the Expertise of Research in the Field of Public Health, Organization and Sociology of Healthcare at the Research Institute for Healthcare Organization and Medical Management (protocol dated 12.03.2024 No. 9 03-01/EK/202. All participants gave informed written consent to participate in the study.
Contribution of the authors:
Nazarova I.B. — concept and design of the study, editing and approval of the final version of the article;
Nesterov R.S. — organization of the field stage of the research.
All authors are responsible for the integrity of all parts of the manuscript and approval of the manuscript final version.
Gratitude. The authors express their gratitude to the students of Peoples’ Friendship University of Russia named after Patrice Lumumba, employees of the Charitable Foundation “Support for Social Initiatives and Public Health” for performing the role of a secret patient.
Acknowledgement. This study did not receive external funding.
Conflict of interest. The authors declare that they have no apparent or potential conflicts of interest in connection with the publication of this article.
Received: May 14, 2024 / Accepted: October 3, 2024 / Published: November 6, 2024
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