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Resumo

Background. Patients' satisfaction with medical care as a 'subjective' component of a medical organization rating can be distorted by some factors. The aim of this study was to identify factors related to the medical care process in children's polyclinics that determine the parents' satisfaction with primary health care provided to their children. Methods. The sociological study by means of questioning of 215 parents (mothers) of children patients (0-17 years old) who received medical care in children's polyclinics in Arkhangelsk was carried out. Parents' satisfaction with primary health care was assessed according to three criteria: organization of the children's polyclinics work, satisfaction with the service process, and the presence (absence) of additional financial expenses for medical drugs. Binary logistic regression analysis was used to identify factors associated with the parents' satisfaction with primary health care provided to their children. Results. A half of the respondents (55.8 %, 95 % CI: 49.4-62.0) was satisfied with primary health care provided to their children. The respondents' satisfaction with medical care was significantly influenced by factors related to their personal communication with the pediatricians and medical personnel. Long wait (more than 1 month) for laboratory and instrumental examinations, additional consultations with specialists were not statistically significantly associated with parents' satisfaction with primary health care. Conclusion. Results of the study help to understand the mechanism of the development of the 'patients' satisfaction with medical care'; indicate that 'the proportion of parents who are satisfied with medical care' is not an independent criterion for the quality of medical care in children's polyclinics. Parents' satisfaction with primary health care provided to their children is determined by factors related to the quality of personal contact with the pediatrician.

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