Health insurance services of Ulaanbaatar citizens satisfaction survey / Монголын эм зүй, эм судлал

ABSTRACT

Introduction@#There is an urgent need to study client satisfaction in assessing the quality and availability of health care. Compliance with the needs of consumers of any care, its accessibility, professional ethics, speed of work, determining customer satisfaction allows for evidence-based decision-making. Therefore, satisfaction surveys should be conducted at short intervals and the results used for decision making. One hundred and fifty million people on the planet pay for their health care every year and face financial hardship. Hundreds of millions of them are living in poverty, according to the World Health Organization’s 2010 year report. Governments must ensure that all people receive health care and are protected from health-related financial risks. We believe that the current state of quality and access to health care in our country does not fully meet the needs of the population. 62.4% of customer satisfaction surveys conducted in 2013 that health care was inadequate. However, customer satisfaction surveys on health insurance coverage are rare. The process of providing discounted medicines through health insurance varies depending on the health needs of consumers and their budgetary capacity. Therefore, it is necessary to take into account the factors that affect customer satisfaction.@*Methods@#In our study, we looked by retrospective at health and health insurance reporting indicators, Satisfaction of customers who bought medicines at pharmacies with health insurance prescriptions was surveyed in a one-moment survey.</br> We collected information on the satisfaction status of 525 people who used health insurance prescriptions from 36 pharmacies from December 2018 to April 2019 and from January to February 2021 using preprocessed cards.@*Conclusion@#</br>1. The cost of diagnosis from the health insurance fund and the selection of drugs to be included in the list of drug price discounts are related to the prevalence of the disease in Mongolia. </br>2. Difficulties in accessing drug price reductions from the health insurance fund can lead to dissatisfaction with the approved budget and the availability of drugs on the list. </br>3. In the case of Ulaanbaatar pharmacies, the satisfaction rate of consumers who use the discounted price of medicines according to the health insurance prescription is 3.634 or 72.688% in the first stage survey and 3.912 ± 0.50 or 78.248% in the second stage survey.