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ESTIMATION OF SATISFACY WITH THE QUALITY OF WORK OF CLINIC DIAGNOSTIC LABORATORIES BY STUDYING OF PATIENT OPINIONS
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| Author:
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MENDALIYEV N.A,, TANIRBERGENOVA A.A, KURAKBAYEV K.K., BEISEMBAYEVA SH.A, AIMBETOVA G.E, KASHAFUTDINOVA G.T
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| Abstract:
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The aim of our research was to estimate the quality of work regarding clinical diagnostic laboratory at the municipal
polyclinic ? 12 in Almaty based on a research of patients opinions.358 patients were interviewed from 384. The
response rate is 92%. The number of women who participated in the survey - 230 (64.2%), while the number of men -
128 (35.8%). The survey was conducted by persons of different age groups, including most of the persons accounted
for 18-29 years - 24.0%. The proportion of respondents in other age groups has the following composition: 30-39
years - 20.0%, 40-49 years - 19.0%, 50-59 years - 20.0%, 60 years and older - 17.0%. It should also be noted that the
level of education of persons who participated in the survey, was quite high: half of all respondents had higher
education, 31.6% - secondary special education, 14.2% - secondary and 3.6% - incomplete secondary.The percentage
of patient satisfaction with the services provided by diagnostic laboratory at the municipal polyclinic ? 12 in Almaty
is 62%. The analogical works carried out in Africa, Bulgaria satisfaction accounted for 60.4% and 67.0%, respectively.
Based on the results it should be noted that the overall level of patient satisfaction is low, which requires special
attention from the leaders of the clinics and laboratory workers, especially in matters concerning the accessibility of
laboratory tests. Survey of patients is one of the components of internal audit of the medical organization, which
allows to analyze and to take measures to improve the quality of medical services.
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| Keyword:
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clinical diagnostic laboratory, patient satisfaction, quality of laboratory tests
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| EOI:
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| DOI:
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https://doi.org/10.31838/ijpr/2018.10.04.073
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| Download:
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