Increasing patient satisfaction through the implementation of a complex of organizational measures for the implementation of innovative technologies in practical healthcare using the example of a multidisciplinary medical organization in the city of Moscow

The current stage of healthcare development is characterized by profound transformation, driven by the need to improve the efficiency, accessibility, and quality of medical care. In this context, patient satisfaction is no longer a secondary metric, becoming a key performance indicator for healthcare organizations and an integral criterion reflecting patients’ perceptions of all aspects of care provided. Purpose of the study is to evaluate the impact of the implementation of a set of organizational measures for the introduction of innovative technologies in practical healthcare using the example of a multidisciplinary medical organization in the city of Moscow on patient satisfaction with the medical care provided. Materials and methods. A prospective comparative sociological study was conducted to assess the impact of a set of organizational measures accompanying the introduction of innovative technologies on patient satisfaction with medical care. The study was based on a comparative analysis of two independent groups of patients. The groups were formed based on the treatment and diagnostic approach used. Inclusion in the main (research) group (Group 1) was the provision of medical care using specific innovative technologies, the implementation of which was initiated and supported by a developed set of organizational measures. The comparison group (Group 2) included patients who received treatment using standard («routine») diagnostic and treatment methods that did not involve the innovations under evaluation. The total sample size was 193 patients, of which 125 were in Group 1 and 68 in Group 2. The groups were formed to ensure comparability across key nosological areas (primarily vascular surgery, neurosurgery, abdominal surgery, and endoscopy), with the key difference being the technological level of intervention. Results. The most significant intergroup differences were observed in patients’ assessments of the overall quality of medical care provided. In Group 1, the average quality score reached 4.67 points (on a 5-point scale). In Group 2, this score was 3.97 points. The difference between the groups was statistically highly significant (p=0.0000152). The integrated overall satisfaction score, assessed on a 10-point scale, also confirmed the advantage of the model combining technological innovation and organizational support. The average score in the Innovative Methods Group was 9.08, while in the Routine Methods Group it was 8.22. The difference between the groups is statistically highly significant (p=0.0000014). Findings. Thus, the results of the study objectively demonstrate that the introduction of innovative technologies into the practice of a multidisciplinary hospital, provided that it is systematically supported by organizational support, leads to a statistically significant increase in patient satisfaction across all the parameters studied: time of care, perceived quality, and overall satisfaction.