Organization of the work of the admission department of a multidisciplinary hospital and its conditions. Patients’ opinions.
Authors:   Bashkir State Medical University, Sharafutdinova N.Kh. , Nadyrgulov R. B. ,   City Clinical Hospital № 21, Zinnurova G. F. ,   Ministry of Health of the Republic of Bashkortostan, Sharafutdinov M. A. ,   Ministry of Health of the Republic of Bashkortostan, Shaimardanova D. A. ,   Bashkir State Medical University, Saitova Z. R. ,   Bashkir State Medical University, Borisova M. V. ,   Bashkir State Medical University, Mukhamadeeva R. T. ,   Bashkir State Medical University
Published: February 2025

Patient satisfaction is one of the criteria for the effectiveness of medical care. The conditions of medical care in the reception departments, the coherence of the staff, staffing, sanitary and hygienic conditions of stay are one of the factors ensuring the quality and accessibility of medical care in specialized departments.
The purpose to study the satisfaction of patients of a multidisciplinary hospital with the organization of the work of the admission department and its conditions.
Materials and methods. The basis of the study was a multidisciplinary hospital with the centralization of the admission department.
The capacity of the hospital is 1000 planned deployed beds. Patient satisfaction with the organization of the reception department and its conditions was studied according to a survey of 1,690 patients. The questionnaire included questions characterizing patients by gender and age, by education and social status, by the method and time of admission during the day and week, and questions aimed at studying patient satisfaction with the organization of the admission department and its conditions.
Results. Patients admitted to the emergency department were characterized by the fact that among them there were approximately the same number of men and women, the age groups 55–64 and 65–74 prevailed, the third part with higher education, mostly working, 25.8% of patients were admitted to the polyclinic, 44.5% were delivered by ambulance, 27.5% were admitted by self-treatment or appeals
through relatives. Patients are more often dissatisfied with the insufficient number of waiting places for patients (25.6%), queues (25.4%), and the unfriendly attitude of staff (22.4%). There are more dissatisfied among women, in the age group of 40–60 years, who were taken to the emergency room by ambulance. Patients rated the work of the admission department lower in terms of the lack of specialists, the appearance of the staff, and the design of the admission department (3.8 points each). A higher score was given for the availability of equipment (4.2 points), the ratio between staff (4.2 points), the ratio of staff to patients (4.1 points).
Conclusion. A study of patients’ opinions on the organization of work and its conditions showed that 18.5% were dissatisfied, and there were more dissatisfied patients among women than among women (21.2% and 16.2%). Most often, patients were dissatisfied with the lack of waiting areas for patients and relatives (25.6%), unfriendly attitude of the staff (22.4%), and queues due to the flow of patients (25.4%).