Patients, who evaluate their visit at the doctor are more willing not to give bribes and tend to think that they will not ensure better service. Also, they are more willing to recommend that health care institution to their family members and friends – it was shown in social design experiment in Vilnius city’s Lazdynai clinic – the first of such kind in the EU – which was made by “Transparency International” Lithuania in 2016.
For two months patients were able to evaluate clinics employees work and given services by them every day in Vitamin Lab , which was set in Lazdynai clinics waiting – room. While family doctors were reminding them in various ways that professionalism, attentiveness and the ability to listen are their corner – stone values.
The results of the experiment have showed that patients who were evaluating the quality of their visit in clinic think that the clinic is less corrupt. They tend to think way more often that unofficial salary (20.3% in comparison with 31.4%, who didn’t participate in evaluations) or a gift (10.6% in comparison with 19.6%, who didn’t participate in evaluations) won’t help to get better services in the clinic. Also, they would give more rarely unofficial gifts (18.7% in comparison with 24.3%) to the clinics staff. Vitamin Lab participants tend to reference the clinic in way better way and to recommend it to their family’s members and friends.
Also, according to doctors and patients, this particular social design experiment stimulated both, patients and doctors, to change their communication’s habits. More patients (87.6% in comparison with 79.6% before experiment) say that doctors interact with them more respectfully.
Because of the experiment there were three times more patients who evaluated the clinics work. During two months every third patient evaluated the clinics services. Before that it was done just by tenth visitor. Overall during the experiment, patients evaluated the clinic 3 400 times and left 199 written references.
“This initiative has clearly shown, that it is highly worth to seek small victories, which can bring real results in a short period of time and to inspire others to make similar steps. Generally, people do a lot of things out of habit and without taking any initiative, because we tend to think that the problems are unconquerable in health sector. We need to seek more small changes in every health care institution in order to increase probability of actually changing old stereotypes in the country”, said Sergejus Muravjovas, Executive Director of TI Lithuania.
In order to evaluate the results of experiment there was carried out representative (Quota sampling) survey in which 796 patients (416 before initiative and 380 patients after) took part. Also, TI Lithuania surveyed 30 Lazdynai clinics family doctors, created focus group discussions with patients and initiative volunteers, also interviewed clinics staff.
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