"Quality and Life" № 3(23) 2019



Main theme: 
Improving the quality of life of older citizens. The role of the sanatorium and management system


Release date: 
23.09.2019

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Management systems of health-resort facilities
Quality and Performance Management

p. 6-9

Improving the Health-Resort Management System Based on a Set of International, Interstate and National Standards 

S.A. Balakin, candidate of medical sciences, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 

A.Ya. Dmitriev, candidate of technical sciences, associate professor, general director of New Quality LLC, academician of the Academy of quality problems; Samara 
e-mail: dmitriev57@rambler.ru 

T.A. Mitroshkina, Director of New Quality LLC; Samara 

The article presents the technology for the creation and development of the management system of the Volzhsky Cliff Resort based on international, interstate and national standards. The integrated management system of the Volzhsky Cliff Resort meets the requirements of quality management, environmental, cupational health and safety management standards, ISO 9001, ISO 14001, ISO 45001 and includes application processing, procurement, relocation, services, financial management, environmental management, etc. attention to the implementation of lean manufacturing and updating approaches in accordance with the release of new international standards. 

Keywords: management, management system, standards, health-resort. 

References 
1. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. International management standards as the basis for the formation of the management system of a medical institution. Questions of examination and quality of medical care. 2007, No. 2. pp.17–23.
2. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort reports. 2007, No. 1. pp. 6–9.
3. Kazakov V.F., Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Tasks of increasing the economic efficiency of the health-resort institution. Resort reports. 2008, No. 6 (51). pp. 2–4.
4. ISO/IEC Directives, Part 1 Consolidated ISO Supplement – Procedures specific to ISO, Annex SL. Available at: http://www.iso.org/directives (accessed 27 of August 2019).
5. Dmitriev A.Ya., Mitroshkina T.A., Balakin S.A., Pestov Yu.D., Fedoseeva L.S. Quality and risk management in healthcare in the light of perspective requirements of ISO 9001: 2015. The collection of materials of the scientific-practical conference «Aspects of the organization of medical care in modernization». 2014. pp. 89–98. 


DOI: 10.34214/2312-5209-2019-23-3-6-9

p. 10-14

Ensuring the Quality of Health-Resort Treatment Based on the Process Approach and the FMEA Risk Analysis Method 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

A.Ya. Dmitriev, candidate of technical sciences, associate professor, general director of New Quality LLC, academician of the Academy of quality problems; Samara 

The application of methods and approaches to ensuring the quality of services based on modern management standards allows not only to achieve compliance with requirements, but also to constantly improve the organization. The article discusses the application of the process approach and the FMEA risk analysis method for assessing and improving the quality of health-resort treatment at the Volga Cliff Resort. Improving the existing management system, applying modern approaches and recommendations, the health-resort strives not only to meet the requirements of its regular and potential consumers, but also to exceed their expectations and become the best provider of health-resort services. 

Keywords: quality, health-resort treatment, health-resort, process approach, risk, FMEA. 

References 
1. Standard ISO 9001:2015 Quality Management Systems. Requirements.
2. Standard IWA 1:2001 Quality Management Systems – Guidelines for process improvements in health service organizations.
3. Dmitriev A.Ya., Egorova I.A., Kazakov V.F., Korovkin V.P., Pestov Yu.D. Development of a health-resort quality management system as an innovative project. Abstracts of the report. International Congress «Health 2005». Moscow, 2005. p. 110.
4. Vashukov Yu.A., Dmitriev A.Ya., Mitroshkina T.A. Analysis of the types, effects and causes of potential nonconformities (FMEA): guidelines. Samara state aerospace university. Samara, 2008. 31 p.
5. Dmitriev A.Ya., Mitroshkina T.A., Vashukov Yu.A. Robust design and technological preparation for the production of aircraft products: a training manual. Publishing House of Samara state aerospace university. Samara, 2016. 76 p.


DOI: 10.34214/2312-5209-2019-23-3-10-14

p. 15-19

Quality Management Methods  of Health-Resort Treatment for Patients «60+»  with Concomitant Diseases 

S.A. Balakin, candidate of medical sciences, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

Yu.D. Pestov, candidate of economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

V.F. Kazakov, doctor of medical sciences, professor of Federal State Budgetary Educational Institution of Higher Education The First Moscow State Medical University named after I.M. Sechenov of the Ministry of Health of the Russian Federation; Moscow 

A.Ya. Dmitriev, candidate of technical sciences, associate professor, general director of New Quality LLC, academician of the Academy of quality problems; Samara 

V.A. Strajnikov, doctor-therapist of Federal State Institution «Volga Cliff Resort»; Samara region 

The system organization of treatment of concomitant pathology in a health-resort based on quality management is the guarantor of increasing the effectiveness of treatment and improving the quality of life for older patients «60+». Treatment management based on a process approach with monitoring of both target criteria and analysis of quality of life indicators allows you to personalize the goals of treatment for each patient. The concept of a statistical approach to treatment management is introduced. The results of a statistical analysis of the indicator «glucose level». The results of treatment of patients with diseases of the musculoskeletal system in combination with arterial hypertension based on quality management methods are demonstrated. 

Keywords: health-resort treatment, process approach, control chart, risk, gerontology, «60+», health-resort. 

References 
1. Melentiev A.S., Gasilin V.S., Gusev E.I. Geriatric aspects of internal diseases. Medinet. Moscow, 1995. 394 p.
2. Kazakov V.F., Kotelnikov G.P., Yakovlev O.G., Zakharova N.O. Physiotherapeutic methods of treatment in geriatrics. Gerontology and geriatrics. Textbook. Samara Printing House. Samara, 1997. 800 p.
3. Russian Gerontological Scientific and Clinical Center. Available at: http://rgnkc.ru/ (accessed 28 of July 2019).
4. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A., Kazakov V.F. Systemic organization of the health-resort treatment of patients with arterial hypertension in combination with diseases of the musculoskeletal system. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2008, No. 3. pp. 37–38.
5. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Improving the quality of life and quality management as the basis of the health-resort treatment of patients with diseases of the musculoskeletal system in combination with arterial hypertension. Resort statements. 2008, No. 3 (48). pp. 6–9.
6. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. International management standards as the basis for the formation of the management system of a medical institution. Questions of examination and quality of medical care. 2007, No. 2. pp.17–23.
7. Dmitriev A.Ya., Mitroshkina T.A., Balakin S.A., Pestov Yu.D., Fedoseeva L.S. Quality and risk management in healthcare in the light of perspective requirements of ISO 9001: 2015. In the collection of materials of the scientific-practical conference «Aspects of the organization of medical care in modernization». 2014. pp. 89–98.

 

DOI: 10.34214/2312-5209-2019-23-3-15-19
p. 20-23

Assessment of Guest Satisfaction for the Brand  of the Health-Resort 

S.A. Balakin, candidatr of medical science, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov@yandex.ru

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 

T.A. Mitroshkina, Director of New Quality LLC;  Samara 

The structure of the health-resort’s brand is considered, the relationship between the satisfaction of guests of the health-resort with the brand is shown. The approaches and results of the implementation of an assessment of satisfaction of guests of a health-resort based on the requirements of clause 9.1.2 of ISO 9001 are presented. Attention is paid to the development of a questionnaire and questionnaire survey of a health-resort organization. The results of the guest satisfaction assessment over the past 3 years for the formation of the health-resort brand are given. The rebranding of the health-resort should take into account the target audience of «60+». 

Keywords: customer satisfaction, ISO 9001, brand, health-resort. 

References
1. Vetitnev A.M. A model of customer satisfaction with the quality of health-resort services. Standards and quality. 2004. No. 7. pp. 54–57.
2. Balakin S.A., Malkova N.A., Pestov Yu.D. Standardization of measurement and assessment of satisfaction of patients, guests and employees to improve the quality of activities and development of the brand of the health-resort. Resort statements No. 2 (53). 2009. pp. 26–28.
3. Standard ISO 9001: 2015 «Quality management systems. Requirements.»
4. International management standards as the basis for the formation of the management system of a medical institution. Yu.D. Pestov, A.Ya. Dmitriev, T.A. Mitroshkina. Questions of examination and quality of medical care. 2007, No. 2. pp. 17–23.
5. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
6. Decree of the Government of the Russian Federation dated November 12, 2012 N 1152 (as amended on November 30, 2018) «On approval of the Regulation on state control of the quality and safety of medical activities».
7. Vetitnev A.M., Torgasheva A.A. Assessment of the satisfaction of tourists of the health-improving profile with the services of health-resort destinations in the Krasnodar Territory. Management of economic systems: an electronic scientific journal. 2013,  No. 10(58). p. 64.

 

DOI: 10.34214/2312-5209-2019-23-3-20-23

p. 24-26

Monitoring of Сustomer Satisfaction on the Internet as a Tool to Improve the Quality  of Health-Resort Services 

A.F. Galiev, quality management engineer for the processes of production of goods and the provision of services of Resort «Yangan-Tau»; Yangan-Tau Resort, Salavatsky district, the Republic of Bashkortostan 
e-mail: smi@yantau.ru 

The article considers the possibility of creating a positive image of a health-resort institution on the Internet, by monitoring of consumer satisfaction. And as a result, attracting new customers. 

Keywords: monitoring, customer satisfaction, WOM marketing. 

References
1. State standard of Russia 54732-2011 / ISO / TS 10004: 2010 National standard of the Russian Federation. Quality management. Customer satisfaction.
2. Internet Top 20 Countries – Internet Users 2017. Internet Worlds Stats. Available at: http://www.internetworldstats.com/top20.htm (accessed 30 of May 2019).
3. Steve O’Leary, Kim Sheehan. Building buzz to beat the big boys: word-of-mouth marketing for small business. Praeger Publishers. 2008.
4. Standard ISO 10002:2004 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations.

 

DOI: 10.34214/2312-5209-2019-23-3-24-26

p. 27-30

Competitiveness of Health-Resort Services on the Example of the Health Resort «Shifaly su – Izhminvody» 

V.B. Ponomareva, Leading guest specialist «Health Resort «Shifaly su – Izhminvody»; Republic of Tatarstan, Mendeleev district, Izhevka village 
e-mail: xz5@mail.ru
 

Issues of increasing competitiveness are relevant for the sustainable development of the health-resort complex. Competition is the most effective method of economic control, it is an important and dynamic force, because it constantly pushes the manufacturer of health-resort services to reduce production costs and prices, to increase sales, to fight for the consumer, to improve quality.  The article considers that the competitiveness of the health-resort industry is possible due to the provision of new additional services, with the simultaneous process of reconstruction and modernization of the existing material, technical, medical base on the example of the health resort «Shifaly su – Izhminvody». 

Keywords: competitiveness, quality, health-resort treatment, health resort, services. 

References
1. Business Plan for the establishment of trade unions of the Health Resort «Shifaly su-Izhminvody» for 2019.
2. Vetitnev A.M., Bokov M.A., Ugryumov E.S. Competitiveness of health-resort organizations. RIO SSUKD. Sochi, 1999. 95 p.
3. Vetitnev A. M. Customer satisfaction as the main element of the quality of health-resort services. Standards and quality. 2004. No. 7. pp. 54–57.
4. Vetitnev A.M., Voloshchuk P.V. Qualitative research of customer experience as a universal tool for internal communications of a service company. Business. Education. Right. 2019, No 1(46). pp. 46–51.

 

DOI: 10.34214/2312-5209-2019-23-3-27-30

Management systems of spa facilities
Health safety of employees, labor protection, ecology

 
p. 31-34

Health and Safety Management System for Employees of Federal State Institution «Volga Cliff Resort» 

S.A. Balakin, candidate of medical Sciences, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

S.N. Melnikov, head of reception and service Department of  Federal state Institution «Volga Cliff Resort»; Samara region 
e-mail: otdel_kachestva@volgacliff.ru 

V.V. Glistenkov, occupational safety specialist of Federal State Institution «Volga Cliff Resort»; Samara region 

The implementation and use of a safety and health and safety management system in the direction of systematizing requirements, assessing, analyzing and eliminating risks in achieving goals makes it possible to successfully implement rehabilitation and health-resort treatment technologies. When planning the life cycle processes of services, measures are developed to prevent emergencies, ensure preparedness for them and mitigate their consequences, and also make timely changes to these measures in accordance with the organization standard STO 12.29-7 «Identification and Risk Assessment». 

Keywords: health safety, labor protection, health-resort treatment, risk. 

References
1. State standard 12.0.230-2007 Occupational safety standards system. OSH management systems. General requirements.
2. State standard of Russia 54934–2012 / OHSAS 18001: 2007 Occupational safety and health management systems. Requirements.
3. Standard ISO 45001:2018 Occupational health and safety management systems – Requirements with guidance for use.

 

DOI: 10.34214/2312-5209-2019-23-3-31-34

p. 35-38

Development of a Health-Resort Management  System in Accordance with International Requirements of the Environmental Management  Standard ISO 14001 

V.A. Labzin, Deputy Director for economic Affairs of Federal State Institution «Volga Cliff Resort»; Samara region 

E.V. Moroz, engineer-ecologist of Federal State Institution «Volga Cliff Resort»; Samara region 

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: otdel_kachestva@volgacliff.ru
 

The implementation of the environmental management system in the health-resorts is associated both with the growth of environmental statutory and regulatory requirements, and with the awareness of the influence of the environmental characteristics of processes on competitiveness in the national and international resort market. The paper discusses the experience of implemen-ting the environmental management system of the health-resort based on the international standard  ISO 14001. 

Keywords: environmental management system, ISO 14001, climatotherapy, health-resort. 

References  
1. World Health Organization. Available at: https://www.who.int/en (accessed 27 of July 2019).
2. Alexander Razumov. Human health should be the main value. Who is Who in medicine. 2017, No. 2 (85). Available at: http://ktovmedicine.ru/2017/2/aleksandr-razumov-zdorove-cheloveka-dolzhn... (accessed 27 of July 2019).
3. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. International management standards as the basis for the formation of the management system of a medical institution. Questions of examination and quality of medical care. 200, No. 2. pp.17–23.
4. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6-9.
5. International certification organization. Available at: https://www.iso.org/the-iso-survey.html (accessed 27 of July 2019).
6. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Risk management in a health-resort institution. Questions of balneology, physiotherapy and physiotherapy. 2016, volume 93, No. 2-2. pp. 34–35.

 

DOI: 10.34214/2312-5209-2019-23-3-35-38

p. 39-42

Quality Control and Environmental Safety Control for Climatotherapy and Health-Resort Services in Conditions of the Federal  State Institution «Volga Cliff Resort» and the Zhiguli Sea 

S.N. Melnikov, head of reception and service of  Federal State Institution «Volga Cliff Resort»; Samara region 

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

The Zhiguli Sea (the Kuibyshev reservoir) affects the conditions for the provision of health-resort and resort services, including: an increase in wind speed in the coastal zone; the temperature difference in the water area of the reservoir and the coastal zone is up to 10 С in the spring and up to 3 °С in the autumn, which softens the seasonal temperature fluctuations. The paper provides a list of natural factors and the risks associated with them. Examples of measures aimed at ensuring the quality and minimizing risks in the provision of climate treatment services in conditions of the health-resort and the Zhiguli Sea. 

Keywords: ecology, safety, risk, climatotherapy, natural factors, health-resort. 

References 
1. Bogolyubov V.M. Physiotherapy and balneology. Physiotherapy and rehabilitation for diseases of the cardiovascular and respiratory systems. BINOM. 2014. 312 p.
2. Rosenberg G.S. The Volga Basin ecosystems is a unifying project for the next seven to eight years. In the collection: «Environmental problems of large river basins. Proceedings of the international conference dedicated to the 35th anniversary of the Institute of ecology of the Volga Basin of the Russian Academy of sciences and the 65th anniversary of the Kuibyshev Biological station.» 2018. pp. 250-252.
3. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya.,  Mitroshkina T.A. Risk management in a health-resort institution. Questions of balneology, physiotherapy and physiotherapy. 2016, Volume 93, No. 2–2. S. 34–35.
4. Krasnogorsky G. Scientific and practical conference «Ecosystems and Improving the efficiency of enterprises, health-resort and resort organizations based on International standards of environmental (ISO 14001) and energy (ISO 50001) management». Samara Luka: problems of regional and global ecology. 2017, volume 26, No. 3. pp. 256–259.
5. Balakin S.A., Pestov Yu.D., Labzin V.A., Moroz E.V., Dmitriev A.Ya., Mitroshkina T.A. The effectiveness of the environmental management system in a health-resort. Materials of the International Scientific Congress «Health 2015». Moscow, May 26–28, 2015 pp. 25–26.
6. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
7. Dmitriev A.Ya., Egorova I.A., Kazakov V.F., Korovkin V.P., Pestov Yu.D. Development of a health-resort quality management system as an innovative project. In the book: Health Resort-2005 5th All-Russian forum. 2005. pp. 85.

 

DOI: 10.34214/2312-5209-2019-23-3-39-42

p. 43-46

Quality and Safety Management of Medical Activities Based on International ISO Standards and IWA1, JCI Recommendations 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activitie of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 

T.A. Mitroshkina, Director of New Quality LLC;  Samara 

The introduction of management systems based on international standards and a risk-based approach to management in health-resorts contribute to improving the quality and safety of medical activities. The development of the health-resort management system provides for the implementation of an integrated management system. The paper presents the results of the development of the integrated management system of the Federal State Institution «Volga Cliff Resort» taking into account international ISO standards and IWA1, JCI recommendations. The integration is based on process and risk-based approaches to the development of a management system based on quality standards (ISO 9001, ISO 9004, IWA1). The use of international quality management standards in the direction of systematization of requirements, assessment and analysis in achieving goals allows us to successfully implement the health-resort treatment technology. 

Keywords: standards, quality management, quality management system, integration, JCI, health-resort. 

References 
1. Standard ISO 9001: 2015 «Quality Management Systems. Requirements». 
2. Abramov A.Yu., Ulumbekova G.E., International standards for the accreditation of medical  organizations. Translation from English. GEOTAR-Media. 2013. 222 p.
3. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
4. Dmitriev A.Ya., Egorova I.A., Kazakov V.F., Korovkin V.P., Pestov Yu.D. Development of a health-resort quality management system as an innovative project. In the book: Health Resort-2005 5th All-Russian Forum. 2005. p. 85.
5. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. International management standards as the basis for the formation of the management system of a medical institution. Questions of examination and quality of medical care. 2007, No 1. pp. 21–23.
6. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Risk management in a health-resort institution. Questions of balneology, physiotherapy and physiotherapy. 2016, Volume 93, No. 2-2. pp. 34–35.
7. Kazakov V.F., Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Organizational technologies for managing a health-resort institution based on international standards. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2008, No. 4. pp. 87–90.
8. Bobrovnitsky I.P., Vasilenko A.M., Nagor­nev S.N., Tatarinova L.V., Yakovlev M.Yu. Personalized restorative medicine: fundamental and applied approaches to medical rehabilitation and non-drug prevention. Russian Journal of Rehabilitation Medicine. 2012, No 1(1). pp. 9–20.
9. Kondratova N.V. How to reduce the risks of medical errors. Algorithm by JCI standards. Deputy chief physician. 2018, No. 11. pp. 21–39.

 

DOI: 10.34214/2312-5209-2019-23-3-43-46

Resort Innovation

p. 47-52

Medical Innovation and Future Concepts  Healthcare 4.0 / Quality 4.0 for the Health-Resort’s Development in the Context of the Fourth Industrial Revolution and Society 5.0 

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 

T.A. Mitroshkina, Director of New Quality LLC; Samara   
e-mail: t.mitroshkina@gmail.com 

New information technologies and digitalization increasingly affect both the life of a person and the development and management of an organization. The paper presents approaches to the improvement of quality management and health-resort others based on the new strategies of Health 4.0 / Quality 4.0. Specialists of the health-resort carefully monitor trends in informatization and digitalization, and develop ways to improve activities in all areas of the Quality 4.0 strategy: data usage, analytics, interaction, cooperation, application development, scalability, management systems, compliance with requirements, culture, leadership, and competency. 

Keywords: Healthcare 4.0, Quality 4.0, Industry 4.0, digitalization, innovation, Society 5.0, quality of life, health-resort. 

References 
1. Dmitriev A.Ya., Kazakov V.F., Pestov Yu.D. Development of quality management system of the health-resort as an innovative project. Actual problems of restorative medicine, balneology and physiotherapy. Materials Of the international Congress «Health Resort-2005». Moscow. 2005. pp. 42.
2. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Miroshkina T.A. Innovative medical activity as the basis for the success of health resorts. Resort statement. No 3(60) 2010. pp. 2–4.
3. LNS Research. Quality Management System Research. Available at: https://www.lnsresearch.com/ research-library/ quality-management-systems (accessed 29 of July 2019).
4. Tkacheva O.N., Frolova E.V., Yahno N.N. Geriatrics: national leadership. Мoscow. GEOTAR-Media. 2018. 608 p.
5. Denisov Yu.D. Japanese way of scientific and technological development. Yearbook Japan. 2017. No. 46. Available at: https://cyberleninka.ru/article/n/yaponskiy-put-nauchno-tehnicheskogo-ra... (accessed 04 of September 2019).
6. Quality 4.0 Summit URL: https://asq.org/conferences/quality-4-0 (дата обращения: 29.07.2019).
7. Topol E. The future of medicine. Your health is in your hands. Alpina Digital. 2016. 610 p.
8. Thuemmler, Christoph & Bai, C. He­alth 4.0: How virtualization and big data are revolutionizing healthcare. Springer International Publishing. 2017. 254 p. doi: https://doi.org/10.1007/978-3-319- 47617-9.
9. Müschenich M. & Wamprecht L. He­alth 4.0 – how are we doing tomorrow? [Article in German]. Bundesgesundheitsbl. 2018. 61: 334. doi: https://doi.org/10.1007/s00103-018-2702-6.
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14. Dmitriev A.Ya., Mitroshkina T.A., Balakin S.A., Pestov Yu.D., Antonova I.I. An innovative approach to planning the quality of health-resort and resort services. In the collection: Effective management systems: quality, innovation, education Materials of the VII international scientific and practical forum. 2018. pp. 136–141.

 

DOI: 10.34214/2312-5209-2019-23-3-47-52

p. 53-56

The Use of the International Classification  of Functioning, Disability and Health During Medical Rehabilitation of Patients after Myocardial Infarction in a Health-Resort 

V.A. Glukhov, head of therapy Department No. 1 of Federal State Institution «Volga Cliff Resort»; Samara region 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

Issues of evaluating the effectiveness of medical rehabilitation and treatment of patients with myocardial infarction are necessary problems and conditions of health-resort rehabilitation. The results of the rehabilitation of patients with myocardial infarction are determined by diagnostic, treatment and prevention processes. The paper presents the results of studies to improve the rehabilitation of post-infarction patients at the FSBI Volga Cliff Resort. 

Keywords: International Classification of Functioning, Disability and Health (ICF), rehabilitation, health-resort. 

References
1. Sidorenko B.A., Doropheeva E.V., Dokina E.D., Poluboyarova N.M., Chorbinskaya S.A., Kravtsova N.N., Makhovskaya T.G., Alekseeva L.A. Cardiac prophylaxis vascular complications and incidence of myocardial infarction and stroke in patients of the clinic with long-term follow-up. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2018, No. 1. pp. 55–60.
2. Bogolyubov V.M. Physiotherapy and balneology. Physiotherapy and rehabilitation for diseases of the cardiovascular and respiratory systems. BINOM. 2014. 312 p.
3. Kazakov V.F., Makarova I.N., Seryakov V.V. Rehabilitation for diseases of the cardiovascular system. 2010. 304 p.
4. Chernyaeva M.S., Maslennikova O.M. Coronary heart disease and comorbid mental disorders of the anxious and depressive spectrum. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2018. No. 1. pp. 95–101.
5. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A., Kazakov V.F. Systemic organization of the health-resort treatment of patients with arterial hypertension in combination with diseases of the musculoskeletal system. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2008. No. 3. pp. 37–38.
6. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007. No. 1. pp. 6–9.
7. World Health Organization. International classification of functioning, disability and health (ICF). Available at: http://who-fic.ru/icf/ (accessed 24 of July 2019).
8. Balakin S.A., Sazonova L.G., Mitroshkina T.A. Development of the program «Antistress-high quality of life» in a health-resort. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2008, No. 3. pp. 42–43.

 

DOI: 10.34214/2312-5209-2019-23-3-53-56

p. 57-61

Performance Assessment Hyperbaric Oxygenation in the Rehabilitation of Patients with Coronary Heart Disease and Diabetes using the International Classification of Functioning, Quality of Life Questionnaire, Instrumental  and Laboratory Indicators 

S.I. Rodkina, doctor-therapist of Federal State Institution «Volga Cliff Resort»; Samara region

I.P. Pisareva, head of laboratory of Federal State Institution «Volga Cliff Resort»; Samara region

L.G. Sazonova, medical psychologist of the Federal State Institution «Volga Cliff Resort»; Samara region

L.V. Morozova, Deputy medical Director of Federal State Institution «Volga Cliff Resort»; Samara region
e-mail: pestov07@yandex.ru 

The results of a study of the impact of hyperbaric oxygenation during rehabilitation of patients with coronary heart disease in combination with diabetes mellitus are presented. The effectiveness of rehabilitation measures was assessed using the international classification of functioning, changes in psychological status under the influence of the HBO course, an assessment of exercise tolerance before and after a course of HBO therapy, an assessment of the dynamics of activity of lipid peroxidation processes and antioxidant protection during the course of HBO therapy; studied the effect of HBO therapy on lipid and carbohydrate metabolism, the effect of HBO on the rheological parameters of patients with coronary heart disease in combination with diabetes mellitus. 

Keywords: International Classification of Functioning, Disability and Health (ICF), rehabilitation, hyperbaric oxygenation, diabetes mellitus, health-resort. 

References
1. Baydin S.A., Grameniyky A.B., Rubinchik B.A. Guide to hyperbaric medicine. The medicine. Moscow, 2008. 560 p.
2. Davydov A.L., Baranova L.Yu. Features of the histo- and ultrastructural organization of the myocardium and vascular wall in patients with type 2 diabetes. Problems of endocrinology. 2005, Volume 51, No. 3. pp. 33–39.
3. Starchenko G. P. The method of hyperbaric oxygenation in the treatment of patients with manifestations of the metabolic syndrome. Issues of hyperbaric medicine. Vitar – M. Moscow, 2007, No. 1–2. p. 40.
4. Glukhov V.A., Balakin S.A., Pestov Yu.D. Risks of complications in patients with cardiovascular disease at the health-resort stage of rehabilitation treatment. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2015. No. 1. pp. 73–75.
5. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A., Kazakov V.F. Systemic organization of the health-resort treatment of patients with arterial hypertension in combination with diseases of the musculoskeletal system. Kremljovskaya Medicina.  Clinichesky Vestnik (Kremlin Medicine Journal). 2008. No. 3. pp. 37–38.
6. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
7. World Health Organization. International Classification of Functioning, Disability and Health (ICF). Available at: http://who-fic.ru/icf/ (accessed 24 of July 2019).
8. Balakin S.A., Sazonova L.G., Mitroshkina T.A. Development of the program «Antistress-high quality of life» in a health-resort. Kremljovskaya Medicina.  Clinichesky Vestnik (Kremlin Medicine Journal). 2008, No. 3. pp. 42–43.
9. Dekleva V., Neskovic A., Vlahovic A. et al. Adjunctive effect of hyperbaric oxygen treatment after thrombolysis on left ventricular function in patients with acute myocardial infarction. Am. Hert J. 2004. Vol. 148.  P. 589.


DOI: 10.34214/2312-5209-2019-23-3-57-61

p. 62-69

Modern Approaches to Assessment of Quality  of Life and prolonging the active aging of guests  of the health resort 

S.A. Balakin, candidate of medical Sciences, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru 

L.G. Sazonova, medical psychologist of the Federal State Institution «Volga Cliff Resort»; Samara region 

A.Ya. Dmitriev, candidate of technical sciences, associate professor, general director of New Quality LLC, academician of the Academy of quality problems; Samara 

T.A. Mitroshkina, Director of New Quality LLC;  Samara 

The paper provides an overview of modern approaches to assessing quality of life and methods of extending active longevity, both physical and intellectual, and considers the relevance of research data for Russia. Understanding special gerontological aspects and modern world trends to assess and improve the quality of life allows to take systematic and personalized approach to improving the quality of health-resort treatment of guests of the Volga Cliff health-resort. By improving the monitoring and application of existing scientific approaches to assessing and improving the quality of life, taking into account knowledge in gerontology and global age-related changes in the population, the health resort not only aspires to meet the requirements of its regular and potential guests, but also to exceed their expectations. 

Keywords: quality of life, health-resort treatment, active aging, gerontology, SF-36, health-resort. 

References
1. Boytsov B.V., Kuznetsov M.A., Elkin G.I. The concept of quality of life: problems in the global and regional dimensions. Academy of Quality Problems. Moscow, 2009.184 p.
2. Press release of the EU General Assembly on age issues, AGE Platform Europe. Available at: https://www.age-platform.eu/press-releases/life-intergenerational-nature... (accessed 24 of July 2019)
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4. Federal State Statistics Service. Official statistics. Demography. Available at: www.gks.ru/wps/wcm/connect/rosstat_main/rosstat/ru/ statistics/ population/ demography/ (accessed 24 of July 2019)
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6. Dmitriev  A.Ya.,  Mitroshkina  T.A., Balakin S.A., Pestov Yu.D. An innovative approach to planning the quality of health-resort services. In the collection: Effective management systems: quality, innovation, education Materials of the VII international scientific and practical forum. 2018. pp. 136–141.
7. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Risk management in a health-resort institution. Questions of balneology, physiotherapy and physiotherapy. 2016, Volume 93, No. 2–2. pp. 34–35.
8. Novik A.A., Ionova T.I. Guide to the study of quality of life in medicine. OLMAPRESS. Moscow, 2007, 313 p.
9. Amirjanova V.N., Goryachev D.V., Korshunov N.I., Rebrov A.P., Sorotskaya V.N. Population indicators of quality of life according to the SF-36 questionnaire (the results of the Mirage multicenter study of quality of life). Scientific and practical rheumatology. 2008, No 1. Available at: https://cyberleninka.ru/article/n/populyatsionnye-pokazateli-kachestva-z... (accessed 23 of July 2019).
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12. Zaidi, A., Gasior, K., Hofmarcher, M.M., Lelkes, O., Marin, B., Rodrigues, R., Schmidt, A., Vanhuysse, P. & Zólyomi, E. Active Ageing Index 2012. Concept, Methodology and Final Results. Vienna: European Centre, 2012.
13. Federal Interagency Forum on Aging-Related Statistics. Older Americans 2012: Key Indicators of Well-Being. Federal Interagency Forum on Aging-Related Statistics. Government Printing Office. Washington, DC: U.S. June 2012.
14. Global rankings table. Available at: https://www.helpage.org/global-agewatch/population-ageing-data/global-ra... (accessed 23 of July 2019).
15. Coon Dennis. The basics of psychology: All the secrets of human behavior. Prime-EUROSNAK.  St. Petersburg 2005. – 720 p.


DOI: 10.34214/2312-5209-2019-23-3-62-69

Standardization and effective resource management: personnel, infrastructure, energy management, information systems

p. 70-77

Lean Health-Resort, Energy Management  and Objectives of Improving the Efficiency  of the Health-Resort 

A.Ya. Dmitriev, candidate of technical sciences, associate professor, general director of New Quality LLC, academician of the Academy of quality problems; Samara 
e-mail: dmitriev57@rambler.ru
 

T.A. Mitroshkina, director of New Quality LLC; Samara 

S.A. Balakin, candidate of medical sciences, director of Federal State Institution «Volga Cliff Resort» of Presidential Property Management Department of the Russian Federation; Samara region 

Yu.D. Pestov, candidate of economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 

D.L. Zhukov, deputy director for technology of Federal State Institution «Volga Cliff Resort»; Samara region 

I.A. Pachina, head of finance and economics of Federal State Institution «Volga Cliff Resort»; Samara region 

The approaches to improving the integrated the health-resort management system based on international and national standards and concepts: lean manufacturing, energy management and energy efficiency are presented. The tasks of improving the efficiency of the health-resort are considered: an interconnected definition of financial and development goals, financial risk management, improving the accuracy of costing, strengthening internal audit, reducing costs and losses. The priority of the tasks of improving the efficiency of the health-resort are assessed using the quality function deployment method, taking into account the requirements for the quality and safety of health-resort services. 

Keywords: lean health-resort, energy management, efficiency, QFD, health-resort. 

References
1. Kazakov V.F., Balakin S.A., Pestov Yu.D., Dmi­triev A.Ya., Mitroshkina T.A. Tasks of increasing the economic efficiency of a health-resort institution. Resort statements. 2008, No. 6 (51). pp. 2–4.
2. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
3. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. International management standards as the basis for the formation of the management system of a medical institution. Questions of examination and quality of medical care. 2007, No. 2. pp. 17–23.
4. Federal agency for technical regulation and metrology. Available at: https://www.gost.ru (accessed 27 of July 2019).
5. The Ministry of Health of the Russian Federation. Available at: https://www.rosminzdrav.ru (accessed 27 of July 2019).
6. The Ministry of Energy of the Russian Federation. Report of Minister A.V. Novak at a meeting of the Government of the Russian Federation on the development of energy efficiency and energy conservation. Available at: https://minenergo.gov.ru/node/9590 (accessed 27 of July 2019).
7. International certification organization. Avai­lable at: https://www.iso.org/the-iso-survey.html (accessed 27 of July 2019).
8. Kosyreva M.V., Zhukov D.L., Dmitriev A.Ya. The role of quality tools in energy management. The collection of materials of the IX All-Russian Scientific and Practical Conference «Quality Management», March 10-11, 2010 MATI. Moscow, 2010. pp. 159–160.
9. Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Risk management in a health-resort institution. Questions of balneology, physiotherapy and physiotherapy. 2016. Volume 93, No. 2-2. pp. 34–35.
10. Mitroshkina T.A., Dmitriev A.Ya., Laptev N.I., Bogateev G.G. Modern innovative methods of structuring product quality and risk management. Bulletin of Kazan Technological University. 2014, volume 17, No. 8.  pp. 330–332.
11. Dmitriev A.Ya., Mitroshkina T.A. Designing product quality based on parametric identification of models, customer requirements, knowledge: ontological paradigm. Ontology of Designing. 2015. volume 5. No. 3(17). pp. 313–327.
12. Dmitriev A.Ya., Mitroshkina T.A., Balakin S.A., Pestov Yu.D., Antonova I.I. An innovative approach to planning the quality of health-resort services. In the collection of Materials of the VII international scientific and practical forum «Effective management systems: quality, innovation, education». 2018. pp. 136–141.


DOI: 10.34214/2312-5209-2019-23-3-70-77

p. 78-82

Development and Implementation in Practice  of the main conflict Cresolution Methods  to Improve the Quality of Health-Resort  and Resort Services 

S.A. Vorontsov, candidate of medical sciences, director of Federal State Budgetary Institution «United sanatorium «Moscow Region» Department of Presidential Affairs, Russia; Moscow region

T.A. Smirnova, head of marketing and placement of Federal State Budgetary Institution «United sanatorium «Moscow Region» Department of Presidential Affairs, Russia; Moscow region 
e-mail: tsmirnova1502@yandex.ru 

The features of conflict development in the health-resort are given. The basic methods and principles of conflict resolution are presented. It is shown that regular systematic training of personnel in psychology knowledge, conflict management methods and principles, along with the development of the health-resort management system leads to an improvement in the quality of health-resort services.

Keywords: сonflictology, conflict, personnel, services, quality, health-resort. 

References
1. Vetitnev A.M. Customer satisfaction as the main element of the quality of health-resort services Stan­dards and quality. 2004, No. 7. pp. 54–57.
2. Harlamenkova N.E., Mustafina L.Sh., Vorontsov S.A., Obukhov A.A. Features of avoidance as a strategy for coping with difficult life situa­tions in old age. Psychology issues. 2015, No. 5.  pp. 78–88.
3. Krisberg L. Sociology of Social Conflict. New York. 1973. XIV. p. 17.
4. Stepanov E.I. Modern conflictology: general approaches to modeling, monitoring and management of social conflicts: a manual. AKI. Moscow, 2008.  p. 33.
5. Kazakov V.F., Balakin S.A., Pestov Yu.D., Dmitri­ev A.Ya., Mitroshkina T.A. Organizational technologies for managing a health-resort institution based on international standards. Kremljovskaya Medicina. Clini­chesky Vestnik (Kremlin Medicine Journal). 2008, No. 4. pp. 87–90.

 

DOI: 10.34214/2312-5209-2019-23-3-78-82

p. 83-87

Opportunities and Prospects of Information Technology in Ensuring the Quality of Health-Resort Services and Increasing Patient Satisfaction 

E.V. Boboshin, head of information technology Department of Federal State Institution «Volga Cliff Resort»; Samara region 

Yu.D. Pestov, PhD in economics, head of the office of internal control of quality and safety of medical activities of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: pestov07@yandex.ru
 

The work presents the results of improving the organization of medical services, improving their quality and patient satisfaction at health-resort based on safe information technologies. The tasks considered are: analysis of the health-resort’s information systems; analysis of the capabilities of modern information systems in improving the quality of health-resort services; analysis of the possibilities of information technology in implementing a personalized approach to health-resort treatment and increasing patient satisfaction. Digital medical technologies can increase the speed of access and exchange of critical information for the patient and provide the ability to respond to the timely appointment or adjustment of health-resort treatment, rehabilitation, rehabilitation. Their introduction into health-resort practice provides a continuous improvement in the quality of health-resort services and, as a result, an increase in patient satisfaction. 

Keywords: digitalization, information technology, quality, security, medical information system, telemedicine, health-resort. 

References
1. The state program of the Russian Federation «Development of health care». Available at: https://www.rosminzdrav.ru/ministry/programms/health/info (accessed 27 of July 2019).
2. Unified state health information system. Available at: https://egisz.rosminzdrav.ru (accessed 27 of July 2019)
3. Dmitriev A.Ya., Mitroshkina T.A. Designing product quality based on parametric identification of models, customer requirements, knowledge: ontological paradigm. Ontology of Designing. 2015, volume 5, No. 3 (17). pp. 313–327.
4. Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A. Integrated management system as the basis for the development of the health-resort. Resort statements. 2007, No. 1. pp. 6–9.
5. Dmitriev A.Ya., Egorova I.A., Kazakov V.F., Korovkin V.P., Pestov Yu.D. Development of a health-resort quality management system as an innovative project. In the book: Health Resort-2005 5th All-Russian Forum. 2005. p. 85.
6. State standard of Russia ISO / IEC 27001–2006. Information technology. Security methods and tools. Information Security Management Systems. Requirements. Gosstandart of Russia. Moscow, 2008. 31 p.
7. Tsyganov S.N., Tugolukov A.V. The possibilities of using blockchain technology in healthcare. Prospects for the development of science and education: a collection of scientific papers based on the materials of the XXI international scientific and practical conference, September 30, 2017. Moscow, 2017. pp. 123–126.
8. Order of the Ministry of Health of the Russian Federation No. 965n dated November 30, 2017 «On approval of the organization and provision of medical care using telemedicine technologies». Available at: http://www.roszdravnadzor.ru/spec/medactivities/licensing/ documents/50022 (accessed 27 of July 2019).

 

DOI: 10.34214/2312-5209-2019-23-3-83-87

p. 88-91

Standardization of Food, Accommodation  and Service Processes at Federal State Institution «Volga Cliff Resort» 

V.A. Labzin, Deputy Director for economic Affairs of Federal State Institution «Volga Cliff Resort»; Samara region 

S.N. Melnikov, head of reception and service Department of Federal State Institution «Volga Cliff Resort»; Samara region 
e-mail: otdel_kachestva@volgacliff.ru 

O.A. Russkin, quality specialist of Federal State Institution «Volga Cliff Resort»; Samara region 

V.K. Yakushev, head of the Department of therapy № 2 of Federal State Institution «Volga Cliff Resort»; Samara region 

The approaches to the standardization of catering, accommodation and service in a health-resort are presented. The analysis of regulatory documents and modern standards of food, accommodation and service was carried out. Assessed the standardization of food, accommodation and service in the health-resort. The standards of risk identification and the results of the assessment of satisfaction with food, accommodation and health-resort services are given. 

Keywords: standardization, services, process approach, health-resort. 

References
1. Kazakov V.F., Balakin S.A., Pestov Yu.D., Dmitriev A.Ya., Mitroshkina T.A., Organizational technologies for managing a health-resort institution based on international standards. Kremljovskaya Medicina. Clinichesky Vestnik (Kremlin Medicine Journal). 2008, No. 4. pp. 87–90.
2. Order of the Ministry of Health of the Russian Federation No. 330 dated August 5, 2003 «On measures to improve therapeutic nutrition in medical institutions of the Russian Federation». 3. Order of the Ministry of Health No. 395n of June 21, 2013 «On the Approval of Nutrition Standards».
4. State Standard of Russia 51705.1-2001 «Quality systems. Food quality management based on the principles of HACCP. General requirements».
5. State Standard of Russia 51705.1-2001 «Quality systems. Food quality management based on the principles of HACCP. General requirements».
6. State Standard of Russia 54599-2011 «Services of accommodation facilities. General requirements for the services of health-resorts, boarding houses, recreation centers».
7. Order of the Ministry of Culture of the Russian Federation of July 11, 2014 N 1215 «On approval of the classification procedure for tourism industry facilities, including hotels and other accommodation facilities, ski slopes and beaches, carried out by accredited organizations».

 

DOI: 10.34214/2312-5209-2019-23-3-88-91