The results of the Secret patient - 2013 program have been calculated at the Medicina Clinic


The results of the Secret patient - 2013 program have been calculated at the Medicina Clinic

Moscow, February 6, 2014 - A rewarding ceremony for the participants of the “Secret patient - 2013” program took place at the Medicina Clinic The winners received discount cards and gift certificates for 15000 rubles to be used for the clinic’s services, the rest of the participants got diplomas and commemorative prizes.
In 2013, 19 people took part in the Secret patient program, there were 123 check-lists and 4 finalists who filled in more than 20 check-lists each. As of the year 2013, there were received 53 expressions of gratitude and positive comments that mentioned the possibility to make a doctors appointment and look through ones patient record in a personal account on the clinics web-site, the clinics great technical equipment, absence of queues and the attentiveness and helpfulness of the staff.
The Director of Medical Service of the Medicina Clinic Norayr Koloyan thanked the participants of the Secret patient - 2013 program: We are so very grateful to all our secret patients for being our partners in monitoring and improving the quality of medical care all this year. Of all the comments and feedback 30% concerned the treatment process, and 65% concerned the service part of attendance. The average grade of satisfaction with the clinic on the day of attendance was 4,1 on the scale of 5. That is a very high result for the patients who initially were extremely attentive and judgmental All the results received in this program were used to improve the quality of medical care and treatment in the clinic. Due to all the comments and feedback from our secret patients serious changes to the doctors schedules were made to make it easier for the patients to make an appointment for a particular time, preventive measures against queues for ultrasonic scanning were taken, a new diagnostic center was opened on the 6th floor. In one comment, for example, it was said that the gynecology department had got poorer interior compared to other departments, and that the department did not receive enough attention. We would like to inform you that on the 9th floor there is going to be a brand new gynecology center with unique interior design and expanded staff of high-class professionals. Every possible measure was taken to maximally clear up the cloak room area and there are new elevators working for two buildings.
When getting the well-deserved award, the winner of the program Svetlana Makarova said: Ive been using the clinics services for more than 10 years. it is amazing to watch the clinic change right in front of your eyes. And the changes are for the best.
The Secret patient is a JSC Medicina program aimed at the regular internal control of medical care and services quality in the clinic. Any patient of the Medicina clinic who is 18 and over can take part in the program. After each visit to the clinic a registered participant fills in a check-list. The programs most active participants will be presented with the clinics discount cards and gift certificates. It is the third year of the Secret patient program, and total number of participants for all the three years is 64.

About the Clinic
Medicina JSC was founded in 1990. The Medicina Clinic is an multi-specialty medical center occupying the space of 35 000 m2: it has a polyclinic, an inpatient facility, a 24 hour ambulance and the Sofia Oncology Center *. More than 300 doctors of 44 medical specializations work at the Medicina Clinic. Medicina JSC is the only clinic in Russia that is accredited according to the International JCI standards. In December 2012, the Medicina Clinic was recognized the best private clinic in Moscow by the Contest Juri of the Moscow Festival Formula of Life in the area of health care, organized under the auspices of the Moscow Government and the Moscow Health Department. The Clinic is certified according to the international standards of ISO 9001:2008, is an award winner of the European contest of quality (EFQM Awards 2012), is part of the Swiss Leading Hospitals Association, and is the recipient of the Prize of the Russian Government in quality. For more detail:

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