Private clinics in Russia will begin to receive stars for the quality of services

During it, representatives of the Ministry of Industry and Trade, the Ministry of Economic Development, Rospotrebnadzor and Roszdravnadzor, together with social activists and parliamentarians, discussed the increase in the number of complaints from clients of clinics about the quality of medical care and the work of medical personnel. According to the Public Consumer Initiative (PCI), the number of complaints increased in the first nine months of last year by 15.5%, up to 13.8 thousand.

In addition, the protocol mentions the results of 1.4 thousand inspections carried out by Roszdravnadzor in the third quarter of 2024, which showed that private clinics violate mandatory requirements in 9 out of 10 cases, the publication notes.

It is proposed to organize the new classification according to the principle of the existing hotel classification system. Star and letter designations and other rating systems are offered for use. It will be based on an assessment of compliance with mandatory requirements (availability of a license, disclosure of information to consumers and analysis of performance indicators of a medical institution), as well as the number of violations, complaints and warnings from government agencies. Oleg Pavlov, head of the IPO, told the newspaper. In their opinion, in the future, with the help of points it will be possible to evaluate other factors of the clinics’ work, such as service, convenience of the website, courtesy of the staff and the breadth of the list of services provided.

The development director of RNC Pharma, Nikolai Bespalov, in conversation with the publication, emphasized that the rating of clinics “should be based not on the formal assignment of stars, but on the patient’s satisfaction with the result of the provision of medical services ” and pointed to the experience of developing similar systems in Germany and Israel.

According to the general director of the Fantasy medical group, Vladimir Aleksandrovsky, the rating can improve the transparency and competitiveness of the market, but for this the evaluation methodology must be “objective, independent and based on real service quality indicators” and not subject to “subjectivity and corruption.”