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Vol. 26, Art. 16 (pp. 407-417)    |    2025       

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Population satisfaction with the work of mobile ambulance team

Epifanov V.G.1, Barsukova I.M.2

1City Hospital of Anapa of the Ministry of Health of Krasnodar Krai, Ambulance Station, Anapa, Russia
2St. Petersburg Research Institute of Emergency Care named after I.I. Dzhanelidze, St. Petersburg, Russia

Brief summary

Analysis of written requests from citizens is one of the most important methods for assessing the quality of medical care. Objective. The aim of the study was to examine the prevalence of cases and reasons for patient complaints regarding the work of the emergency medical station in Anapa, the objectives were to analyze the validity of complaints, identify the main problems and possible ways to solve them. Materials and Methods: A retrospective analysis of 602 call cards of patients who applied with complaints to the emergency medical care in Anapa for 2017-2022 was conducted. Statistical and analytical methods were used. Results. The overwhelming majority of complaints, especially in the summer, are associated with a long wait for the emergency medical care team (68.4%); 2.3% of complaints are associated with the quality of medical services, 1.5% - with violation of ethics and deontology. 45.2% of the total number of complaints were recognized as justified. Conclusion: the conducted analysis allowed us to identify the main reasons for forced delays and late arrivals to calls, the main problems in the organization of emergency medical care to the population, which will allow us to develop a set of measures aimed at improving the provision of emergency medical care in the conditions of a large resort region.


Key words

emergency medical care, travel time, justified complaints, unfounded complaints.

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