[The effect of value orientations of physicians on satisfaction of patients with medical care quality in conditions of uncertainty].

Abstract

The COVID-19 coronavirus pandemic significantly impacted processes of medical care support and medical personnel and managers. The article presents analysis of results of three-year (2019-2022) studying level of loyalty of legal representatives of patients of one of Moscow children polyclinics. The study covered both legal representatives of patients (more than 190,000 assessments collected over entire observation period) and randomly selected district pediatricians (n=31). It is established that value-intentional consistency of district pediatricians (ratio between individual priorities of medical specialist and his ideas about proper behavior e.g. general medical or corporate values and norms), i.e. degree of interpersonal conflict, significantly affects loyalty of patients to them during uncertainty phase that covered first months of coronavirus pandemic. The physicians with moderate level of consistency between individual priorities and normative ideals demonstrated higher rates of loyalty on part of patients as compared with specialists who had value-intentional inconsistency. It is concluded that in order to increase and maintain this indicator, regular monitoring of social psychological status of medical workers, their material and non-material support and stimulation, development of mentoring system in medical organization and training of medical managers to use social psychological tools for building favorable corporate climate and culture of relations between employees of medical organization and patients are necessary.