STIMUL standard - Solution for service delivery models management aimed at improving patient satisfaction.

Patients globally face various issues accessing medical services, such as reaching or contacting a clinic/hospital, long wait times for appointments, "live" queues even when scheduled, uncomfortable conditions (poor infrastructure, lack of wait arears, poor accessibility of drinking water, etc.), and lack of politeness and empathy from healthcare workers. Authorities set requirements for medical facilities and regional healthcare systems to achieve high levels of patient satisfaction as patient satisfaction with healthcare services worldwide is a recognized indicator of the health system's performance and is included in international healthcare quality indices. Addressing these issues does not always necessitate high-level decisions; effective solutions can be implemented at the organizational level. To comprehensively address this issue, Russian Research Institute of Health developed the STIMUL standard, a solution for service delivery models management designed at enhancing patient satisfaction with healthcare services. STIMUL helps healthcare organizations become more patient-oriented quickly and cost-effectively by improving medical care processes and conditions. STIMUL integrates innovative approaches for healthcare: lean technologies, design thinking, customer journey mapping, and the "mystery patient" method. It focuses on improving organizational aspects affecting patient satisfaction: medical care accessibility, medical facilities conditions, staff-patient communication, medical organization and patients interaction, feedback systems. The implementation stages: 1. Initial assessment and team training: Auditor uses "mystery patient" technique to experience the organization as a regular patient, following the entire customer journey. Training approach focuses on patient-centered methods, incorporating design thinking, lean technologies. 2. Implementation: A detailed action plan is developed, mapping out the "as-is" and "to-be" customer journeys and implemented to improve processes and patient experience. 3. Certification to ensure compliance with the STIMUL standard. Benefits for patients: Enhanced experience during clinic/hospital visits, no queues, and the ability to receive necessary services without additional effort or stress. Increased adherence to medical appointments and follow-ups and fostering trust in the healthcare system. Development of a health-conscious culture among the population, increased engagement of the population in health preserving lifestyle. Benefits for medical organizations: a complete tool kit for systematic patient engagement based on data. Decrease in the number of patient complaints. Private services development opportunities. Increased staff satisfaction and reduced risk of professional burnout. Improvement in National Project indicators. Enhanced reputation among patients and authorities, leading to higher patient loyalty and trust in the healthcare system.