"Quality and Life" № 3(23) 2019
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Main theme: Improving the quality of life of older citizens. The role of the sanatorium and management system Release date: 23.09.2019 Только зарегистрированный пользователь может получить доспуп к электронной версии журнала |
Management systems of health-resort facilities
Quality and Performance Management
Improving the Health-Resort Management System Based on a Set of International, Interstate and National Standards
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.
DOI: 10.34214/2312-5209-2019-23-3-6-9
Ensuring the Quality of Health-Resort Treatment Based on the Process Approach and the FMEA Risk Analysis Method
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.
DOI: 10.34214/2312-5209-2019-23-3-10-14
Quality Management Methods of Health-Resort Treatment for Patients «60+» with Concomitant Diseases
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.
Assessment of Guest Satisfaction for the Brand of the Health-Resort
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+».
Monitoring of Сustomer Satisfaction on the Internet as a Tool to Improve the Quality of Health-Resort Services
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.
Competitiveness of Health-Resort Services on the Example of the Health Resort «Shifaly su – Izhminvody»
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».
Management systems of spa facilities
Health safety of employees, labor protection, ecology
Health and Safety Management System for Employees of Federal State Institution «Volga Cliff Resort»
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».
Development of a Health-Resort Management System in Accordance with International Requirements of the Environmental Management Standard ISO 14001
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.
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
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.
Quality and Safety Management of Medical Activities Based on International ISO Standards and IWA1, JCI Recommendations
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.
Resort Innovation
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
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.
The Use of the International Classification of Functioning, Disability and Health During Medical Rehabilitation of Patients after Myocardial Infarction in a Health-Resort
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.
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
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.
DOI: 10.34214/2312-5209-2019-23-3-57-61
Modern Approaches to Assessment of Quality of Life and prolonging the active aging of guests of the health resort
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.
Standardization and effective resource management: personnel, infrastructure, energy management, information systems
Lean Health-Resort, Energy Management and Objectives of Improving the Efficiency of the Health-Resort
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.
DOI: 10.34214/2312-5209-2019-23-3-70-77
Development and Implementation in Practice of the main conflict Cresolution Methods to Improve the Quality of Health-Resort and Resort Services
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.
Opportunities and Prospects of Information Technology in Ensuring the Quality of Health-Resort Services and Increasing Patient Satisfaction
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.
Standardization of Food, Accommodation and Service Processes at Federal State Institution «Volga Cliff Resort»
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.
