{"id":"https://openalex.org/W7225645680","doi":"https://doi.org/10.17116/profmed20262910122","title":"Evaluation of the effect of introducing a structured communication model on the dynamics of patient complaints and satisfaction of medical personnel","display_name":"Evaluation of the effect of introducing a structured communication model on the dynamics of patient complaints and satisfaction of medical personnel","publication_year":2026,"publication_date":"2026-11-09","ids":{"openalex":"https://openalex.org/W7225645680","doi":"https://doi.org/10.17116/profmed20262910122"},"language":"en","primary_location":{"id":"doi:10.17116/profmed20262910122","doi":"https://doi.org/10.17116/profmed20262910122","is_oa":false,"landing_page_url":"https://doi.org/10.17116/profmed20262910122","pdf_url":null,"source":{"id":"https://openalex.org/S2764564091","display_name":"Russian Journal of Preventive Medicine","issn_l":"2305-4948","issn":["2305-4948","2309-513X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Russian Journal of Preventive Medicine","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075747810","display_name":"\u0414\u0430\u0432\u0438\u0434\u043e\u0432 \u0414\u0430\u0432\u0438\u0434 \u0420\u0443\u0434\u043e\u043b\u044c\u0444\u043e\u0432\u0438\u0447","orcid":"https://orcid.org/0000-0003-4576-6854","observed_orcids":["https://orcid.org/0000-0003-4576-6854"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"D.R. Davidov","raw_affiliation_strings":["Russian Research Institute of Health"],"raw_orcid":"https://orcid.org/0000-0003-4576-6854","affiliations":[{"raw_affiliation_string":"Russian Research Institute of Health","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5099639075","display_name":"\u041c\u043e\u0441\u043a\u0432\u0438\u0447\u0435\u0432\u0430 \u0410\u043b\u0435\u043a\u0441\u0430\u043d\u0434\u0440\u0430 \u0421\u0442\u0430\u043d\u0438\u0441\u043b\u0430\u0432\u043e\u0432\u043d\u0430","orcid":"https://orcid.org/0000-0002-0381-4662","observed_orcids":["https://orcid.org/0000-0002-0381-4662"]},"institutions":[{"id":"https://openalex.org/I4210115303","display_name":"Moscow University \u00abSynergy\u00bb","ror":"https://ror.org/028mtfb17","country_code":"RU","type":"education","lineage":["https://openalex.org/I4210115303"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"A.S. Moskvicheva","raw_affiliation_strings":["Synergy University"],"raw_orcid":"https://orcid.org/0000-0002-0381-4662","affiliations":[{"raw_affiliation_string":"Synergy University","institution_ids":["https://openalex.org/I4210115303"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013964695","display_name":"\u041b. \u0411. \u0428\u0443\u0431\u0438\u043d\u0430","orcid":"https://orcid.org/0000-0002-4589-5712","observed_orcids":["https://orcid.org/0000-0002-4589-5712"]},"institutions":[{"id":"https://openalex.org/I19880235","display_name":"Lomonosov Moscow State University","ror":"https://ror.org/010pmpe69","country_code":"RU","type":"education","lineage":["https://openalex.org/I19880235"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"L.B. Shubina","raw_affiliation_strings":["Lomonosov Moscow State University"],"raw_orcid":"https://orcid.org/0000-0002-4589-5712","affiliations":[{"raw_affiliation_string":"Lomonosov Moscow State University","institution_ids":["https://openalex.org/I19880235"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5058024430","display_name":"Irina B. Shikina","orcid":"https://orcid.org/0000-0003-1744-9528","observed_orcids":["https://orcid.org/0000-0003-1744-9528"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"I.B. Shikina","raw_affiliation_strings":["Russian Research Institute of Health"],"raw_orcid":"https://orcid.org/0000-0003-1744-9528","affiliations":[{"raw_affiliation_string":"Russian Research Institute of Health","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"29","issue":"10","first_page":"22","last_page":"22"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10827","display_name":"Patient-Provider Communication in Healthcare","score":0.5015000104904175,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T10827","display_name":"Patient-Provider Communication in Healthcare","score":0.5015000104904175,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.26510000228881836,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T12871","display_name":"Healthcare Quality and Management","score":0.1103999987244606,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-complaints","display_name":"patient complaints","score":0.9150000214576721},{"id":"https://openalex.org/keywords/staff-job-satisfaction","display_name":"staff job satisfaction","score":0.7960000038146973},{"id":"https://openalex.org/keywords/communication-training","display_name":"communication training","score":0.7440000176429749},{"id":"https://openalex.org/keywords/job-satisfaction-survey","display_name":"Job Satisfaction Survey","score":0.6480000019073486},{"id":"https://openalex.org/keywords/organizational-environment","display_name":"organizational context","score":0.3109999895095825}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.6783999800682068},{"id":"https://openalex.org/C2776978955","wikidata":"https://www.wikidata.org/wiki/Q106629957","display_name":"Polyclinic","level":2,"score":0.6736999750137329},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6118000149726868},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.534500002861023},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.5141000151634216},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.4133000075817108},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.40540000796318054},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.3977999985218048},{"id":"https://openalex.org/C2779328685","wikidata":"https://www.wikidata.org/wiki/Q1475557","display_name":"Patient safety","level":3,"score":0.38029998540878296},{"id":"https://openalex.org/C3018838755","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Medical care","level":2,"score":0.3546999990940094},{"id":"https://openalex.org/C2780665704","wikidata":"https://www.wikidata.org/wiki/Q959298","display_name":"Intervention (counseling)","level":2,"score":0.3449999988079071},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.34439998865127563},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.34220001101493835},{"id":"https://openalex.org/C2910051566","wikidata":"https://www.wikidata.org/wiki/Q5154232","display_name":"Communication skills training","level":3,"score":0.3407000005245209},{"id":"https://openalex.org/C512399662","wikidata":"https://www.wikidata.org/wiki/Q3505712","display_name":"Family medicine","level":1,"score":0.33000001311302185},{"id":"https://openalex.org/C3020110884","wikidata":"https://www.wikidata.org/wiki/Q695416","display_name":"Outpatient clinic","level":2,"score":0.28619998693466187},{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.2842000126838684},{"id":"https://openalex.org/C2988115150","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication skills","level":2,"score":0.28119999170303345},{"id":"https://openalex.org/C196083921","wikidata":"https://www.wikidata.org/wiki/Q7915758","display_name":"Variance (accounting)","level":2,"score":0.27379998564720154},{"id":"https://openalex.org/C2775860198","wikidata":"https://www.wikidata.org/wiki/Q7257872","display_name":"Public hospital","level":2,"score":0.27129998803138733},{"id":"https://openalex.org/C2989236134","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Patient care","level":2,"score":0.27129998803138733},{"id":"https://openalex.org/C2992394448","wikidata":"https://www.wikidata.org/wiki/Q7246234","display_name":"Private practice","level":2,"score":0.27059999108314514},{"id":"https://openalex.org/C80059220","wikidata":"https://www.wikidata.org/wiki/Q7521302","display_name":"Simulated patient","level":2,"score":0.26269999146461487},{"id":"https://openalex.org/C102959455","wikidata":"https://www.wikidata.org/wiki/Q7313954","display_name":"Repeated measures design","level":2,"score":0.26249998807907104},{"id":"https://openalex.org/C2777620637","wikidata":"https://www.wikidata.org/wiki/Q7535191","display_name":"Skill mix","level":3,"score":0.26170000433921814},{"id":"https://openalex.org/C2778476105","wikidata":"https://www.wikidata.org/wiki/Q628539","display_name":"Workload","level":2,"score":0.25589999556541443},{"id":"https://openalex.org/C195910791","wikidata":"https://www.wikidata.org/wiki/Q1324077","display_name":"Medical record","level":2,"score":0.25130000710487366}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.17116/profmed20262910122","doi":"https://doi.org/10.17116/profmed20262910122","is_oa":false,"landing_page_url":"https://doi.org/10.17116/profmed20262910122","pdf_url":null,"source":{"id":"https://openalex.org/S2764564091","display_name":"Russian Journal of Preventive Medicine","issn_l":"2305-4948","issn":["2305-4948","2309-513X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Russian Journal of Preventive Medicine","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being","score":0.9391000270843506}],"study_designs":[{"id":"https://openalex.org/study-designs/clinical-trial","display_name":"Clinical Trial"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W2038674454","https://openalex.org/W2110132657","https://openalex.org/W2971405416","https://openalex.org/W3046816830","https://openalex.org/W3172888237","https://openalex.org/W4206603902","https://openalex.org/W4383066804","https://openalex.org/W4388203089","https://openalex.org/W4389435171","https://openalex.org/W4391930659","https://openalex.org/W4394619031","https://openalex.org/W4395011900","https://openalex.org/W4400767872","https://openalex.org/W4402932417","https://openalex.org/W4406928401","https://openalex.org/W4409318750","https://openalex.org/W4410001811","https://openalex.org/W4410009809"],"related_works":["https://openalex.org/W2371955967","https://openalex.org/W4210267375","https://openalex.org/W7024249239","https://openalex.org/W2384817495","https://openalex.org/W7131877082","https://openalex.org/W7221098955","https://openalex.org/W1988525436","https://openalex.org/W4285247495","https://openalex.org/W4416344708","https://openalex.org/W3153165860"],"abstract_inverted_index":{"Effective":[0],"communication":[1,18,42,134],"in":[2,88,106,188,205,212,300,303],"medical":[3,22,48,62,86,160,242,305],"care":[4,49,63,221,294],"strongly":[5],"influences":[6],"both":[7],"patient":[8,59,108,278],"and":[9,53,64,71,96,98,102,116,128,144,220,228,248,260,270,280,293],"staff":[10,65,117,267,282],"satisfaction.":[11,283],"Evaluating":[12],"the":[13,36,45,89,121,162,170,191,203,206,213,239,249,285,297],"impact":[14,37],"of":[15,31,38,47,147,164,251,287],"adopting":[16],"structured":[17],"models":[19],"across":[20,84],"diverse":[21],"organizations":[23,87,263],"with":[24,61,67,234,296],"different":[25],"ownerships":[26],"remains":[27],"a":[28,40,93,99,132],"pertinent":[29],"area":[30],"study.":[32],"Objective.":[33],"To":[34],"evaluate":[35],"introducing":[39],"uniform":[41],"model,":[43],"considering":[44],"type":[46],"(outpatient":[50],"or":[51,56,114,141],"inpatient)":[52],"ownership":[54,218,292],"(public":[55],"private),":[57],"on":[58,254,291],"satisfaction":[60,66,178,268,301],"their":[68],"work.":[69],"Materials":[70],"methods.":[72],"A":[73],"quasi-experimental":[74],"study":[75,153],"was":[76,193],"conducted":[77],"using":[78],"an":[79],"interrupted":[80],"time":[81],"series":[82],"design":[83],"four":[85],"Moscow":[90],"region,":[91],"including":[92],"state":[94,175],"hospital":[95,101,215],"polyclinic":[97],"private":[100,189,214,261],"polyclinic.":[103],"The":[104,152],"changes":[105,225],"written":[107],"complaints":[109,165,279],"(normalized":[110],"per":[111],"1000":[112],"visits":[113],"hospitalizations)":[115],"satisfaction,":[118],"measured":[119],"by":[120],"Job":[122],"Satisfaction":[123],"Survey,":[124],"were":[125,149],"assessed":[126],"before":[127],"three":[129],"months":[130],"after":[131],"six-hour":[133],"model":[135],"training.":[136],"Segmented":[137],"regression,":[138],"paired":[139],"t-test":[140],"Wilcoxon":[142],"test,":[143],"two-factor":[145],"analysis":[146],"variance":[148],"employed.":[150],"Results.":[151],"included":[154],"287":[155],"healthcare":[156,262],"professionals.":[157],"Across":[158],"all":[159],"organizations,":[161,176,190],"number":[163],"decreased":[166],"significantly":[167,181,226],"(p<0.05),":[168],"although":[169],"effect":[171],"size":[172,286],"varied.":[173],"In":[174],"overall":[177],"scores":[179],"increased":[180],"(from":[182,197],"108.9":[183],"to":[184,199],"121.3;":[185],"p<0.001),":[186],"while":[187],"increase":[192,299],"not":[194],"statistically":[195],"significant":[196,210],"134.0":[198],"136.3;":[200],"p=0.063).":[201],"However,":[202,284],"\u00abCommunication":[204],"organization\u00bb":[207],"subscale":[208],"showed":[209],"improvement":[211],"(p=0.042).":[216],"Both":[217],"form":[219],"setting":[222],"moderated":[223],"complaint":[224],"(p=0.018":[227],"p=0.033,":[229],"respectively).":[230],"These":[231],"findings":[232],"align":[233],"international":[235],"evidence":[236],"pointing":[237],"out":[238],"need":[240],"for":[241],"personnel":[243],"training":[244,275],"exceeding":[245],"5.5":[246],"hours":[247],"influence":[250],"organizational":[252,271],"context":[253],"intervention":[255],"effectiveness.":[256],"Differences":[257],"between":[258],"public":[259],"may":[264],"reflect":[265],"initial":[266],"levels":[269],"support.":[272],"Conclusions.":[273],"Communication":[274],"effectively":[276],"reduces":[277],"enhances":[281],"these":[288],"effects":[289],"depends":[290],"setting,":[295],"greatest":[298],"observed":[302],"state-owned":[304],"organizations.":[306]},"counts_by_year":[],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2026-11-10T00:00:00"}
