A Pilot Study on Improving Patient Satisfaction in Kazakhstan: A Service Design Approach

Abstract

Background: Service design method is a user-centric approach to improve the service through the patient point of view. The general purpose of the study was to improve satisfaction and increase service delivery in the occupational health clinic.

Materials and methods: This is descriptive, qualitative study that utilized a service design approach and was conducted at an Occupational Health Clinic in Kazakhstan from March to September 2022. Data collection methods included observation and semi-structured interviews. The study involved the participation of 15 patients and 5 nurses.

Results: The collaborative efforts of the multiprofessional team resulted in significant enhancements to patient satisfaction and service delivery at the occupational health clinic. Initiatives such as addressing wait times for medical documentation led to notable improvements, as reflected in positive feedback from 15 patients. The overall quality of medical service received earned an impressive average rating of 5 out of 5, signaling the successful achievement of the research aim.

Conclusions: The implementation of targeted initiatives, guided by a service design approach, has unequivocally elevated patient satisfaction and streamlined service delivery within the occupational health clinic. The collaborative efforts of the multiprofessional team, exemplified by initiative measures and innovative solutions, have addressed key areas such as waiting time, appointment organization, and recreational offerings. These outcomes not only validate the efficacy of the undertaken changes but also underscore the clinic's commitment to continuous improvement in fostering a patient-centric and efficient healthcare environment.

Keywords: Health service research; nursing; occupational health; patient satisfaction; user-centered design.