JSC "Medicine" (Clinic of Academician Roitberg) has discovered the secret of high quality medical care and high level of service
JSC "Medicine" (Clinic of Academician Roitberg) has declassified "secret patients". On February 6, 2019, an award ceremony was held for the winners of the Secret Patient-2018 program. The goal of the Secret Patient program is to identify the merits and prevent problem areas in patient care.
Participants of the program are patients of JSC "Medicine" who voluntarily filled out checklists following the results of visiting the clinic. The checklist includes a long list of questions about the quality of medical care and the level of service: was it convenient for the patient to make an appointment, how quickly the call center operator answered the call, was he able to answer all the patient's questions, was the receptionist promptly served, were the staff polite wardrobe and security post, was it clean in the rooms where the patient was when visiting the clinic, was Wi-Fi working, is it convenient to find information on the clinic's website, how was the doctor's appointment, did you have to wait for an appointment, did the doctor show empathy, and so on.
In her welcoming speech to the winners, the director of the medical service of JSC "Medicine", MD, professor Yekaterina Tyulkina said: “We are grateful to our“ secret patients ”for detailed, frank answers. We especially appreciate your comments. It is they who allow us to become better. We view patient criticism as a zone of growth, a zone of improvement and improvement in our work. I would like to note that during the period of the program in 2018, 236 checklists were received. And we have not received a single complaint about the quality of medical care. 116 wishes and suggestions for improving the work related to the service component. Of course, it is especially pleasant that we received 76 thanks and 87 positive responses.
According to the independent BusenesStat study "Rating of private clinics in Moscow by customer loyalty in 2018", JSC "Medicine" is in first place in patient satisfaction with services (9.2 points out of 10) and in patients' willingness to recommend the clinic to their friends (69.6% ). The average period of using the clinic's services by patients is 7.1 years, and 93.8% are ready to apply to JSC "Medicine" again.
"Secret Patient" Yulia Khabarova-Velikaya said in her reply:
“This is not the first time I have participated in the Secret Patient program. Again and again I am amazed at how the clinic is open to patients, faces them, is open to reviews, takes them into account and does everything possible to be convenient and comfortable. Clinic "Medicine" is unique in its kind. Doctors work here ̶ high-class professionals who not only treat, but also provide moral support, if needed.
Last year I had a serious operation. The success of the outcome of which also depended on whether I can accept the diagnosis, whether I can tune in to recovery. We must pay tribute to all the doctors who supervised me at that moment, who set me up that victory would be ours. Thanks to these people, I got rid of severe pain, which not only prevented me from sleeping at night, it already did not allow me to live. And yes, now all those who suffer from asthma will understand me: I was not afraid to fall asleep and wake up after anesthesia. Everything went easily, everything was aimed at normalizing and improving well-being.
All clinic staff are professional and friendly. "Medicine" does not stand still and develops. I clearly know that the most advanced equipment, technology and treatment are here. But with all this, the clinic always evaluates everything from the point of view of the greatest efficiency. Here, no one will risk your life for the sake of being in trend. Here every patient is loved and cherished as a Human. They know what life is and take care of it, improving the quality of Life. And only here, when it is possible to normalize or improve the patient's condition, when the patient smiles or laughs (because he just feels good), you can see happiness in the eyes of the doctor. After all, this is a great victory! We are all ˗˗ unique. Each case of each patient ˗˗ is unique. And we all need unique doctors. And they are in "Medicine"! "
The finalists of "Secret Patient-2018" were Tatyana Fedorova, who took 1st place, Kazanskaya Julia (2nd place) and Svetlana Petrova (3rd place). The winners were awarded with gift certificates for 15 000 rubles, as well as discount cards of the clinic of JSC "Medicine".
According to the proposals of the "secret patients-2018", ATMs have been installed on the floors of the clinic, and information terminals are planned to be installed at the entrance to the registration area.
The "Secret Patient" program has been running at JSC "Medicine" since 2011. During the entire period of the program, 97 patients took part in it, 1707 checklists were sent.
On February 01, 2019, the "Secret Patient-2019" program was launched.
About the clinic
JSC "Medicine" (Clinic of Academician Roytberg) was formed in 1990. This is a multidisciplinary medical center, consisting of two medical buildings with a total area of 35 thousand square meters 2 and including a polyclinic, a hospital, a 24-hour ambulance and the ultra-modern Sofia Oncology Center. 350 doctors of 66 medical specialties work here. This is the first clinic in Russia to be accredited according to the international JCI standards. JSC "Medicine" was recognized as the best private clinic in Moscow by the jury of the Moscow festival in the field of health care "Formula of Life-2012". The clinic is certified according to international standards ISO 9001: 2008, is a winner of the European competition for quality EFQM Awards 2012 and a laureate of the RF Government Prize in the field of quality.
For more information, please contact:
Public Relations Specialist JSC "Medicine" (Clinic of Academician Roitberg)
Тел.: (499) 250-84-96