DISASTER MEDICINE No. 4 •2025

https://doi.org/10.33266/2070-1004-2025-4

Original article

A Modern Model of a Territorial 24-hour Operational and Administrative Service of the Department of Healthcare of Moscow to Ensuring Quality and Safe Medical Activities in a Megapolis

Veklich A.V. 1

Download the article in pdf format

1 Moscow Territorial Scientific and Practical Center for Disaster Medicine of the Moscow City Health Department, Moscow, Russian Federation

UDC 614.2:94(470)

Р. 45-51

 

Summary. The objective of this study is to present a modern organizational and functional model of the Moscow Department of Healthcare’s (DZM) Operational and Administrative Service (OAS) based on a historical analysis of its development. This model details its key tools—a rapid response algorithm and an interaction checklist for managing the quality and safety of medical care in the city.

Materials and methods of the study. We analyzed regulatory documents and archival materials. We also summarized 12 years of practical experience with the OAS (analysis of call logs and retrospective analysis of emergency reports). Historical and systemic analysis were used, as well as modeling.

Results of the study. The evolution of the service from a control and administrative service (1997) to its current 24-hour, three-mode model (since 2017) is presented. The following were developed and visualized:

– an algorithm for promptly responding to verbal requests, regulating interactions with medical organizations;

– a checklist for the on-duty officer’s actions in emergency situations and emergencies, ensuring the completeness and timeliness of management decisions.

Conclusions. The developed OAS model, supported by specific tools (algorithm, checklist), standardizes processes, reduces response time, and improves the manageability of the healthcare system in a large city. Moscow’s positive experience can be recommended for adaptation in other large Russian cities.

Keywords: algorithm for promptly responding, Moscow Department of Healthcare, duty officer interaction checklist, emergency situations, metropolis, quality and safe medical care, rapid response, territorial 24-hour operational and administrative service, treatment organizations

For citation: Veklich A.V. A Modern Model of a Territorial 24-hour Operational and Administrative Service of the Department of Healthcare of Moscow to Ensuring Quality and Safe Medical Activities in a Megapolis. Meditsina Katastrof = Disaster Medicine. 2025;4:45-51 (In Russ.). https://doi.org/10.33266/2070-1004-2025-4-45-51

 

References

  1. Baranova N.N., Goncharov S.F. Quality Criteria for Medical Evacuation: Rationale for Assessment and Practical Application. Meditsina Katastrof = Disaster Medicine. 2019; 4:38-42 (In Russ.).
  2. Goncharov S.F., Bystrov M.V. Improving the Organizational Model for Providing Emergency Medical Care at the Regional Level. Meditsina Katastrof = Disaster Medicine. 2019;2:5-10 (In Russ.).
  3. Goncharov S.F., Bystrov M.V., Bobiy B.V. Actual Issues of Organizing Emergency Medical Care in Different Modes of Activity. Skoraya Meditsinskaya Pomoshch’ = Emergency Medical Care. 2017;18;4:4-9 (In Russ.).
  4. Goncharov S.F., Bystrov M.V., Sakhno I.I. et al. Implementation of the Organizational Model of the Regional Center for Emergency Medical Care and Disaster Medicine: Issues of Training Management Personnel. Meditsina Katastrof = Disaster Medicine. 2019;4:52-55 (In Russ.).
  5. Bystrov M.V. Analysis of Organizational Models of Functioning of the Disaster Medicine Service of the Ministry of Health of the Russian Federation at the regional level. Meditsina Katastrof = Disaster Medicine. 2021;4:5-9 (In Russ.).
  6. Goncharov S.F., Bystrov M.V. Disaster Medicine Service of the Ministry of Health of Russia in the System of Organizing and Providing Emergency Medical Care to the Population, Taking into Account the Development of the Country’s Healthcare. Prioritetnyye Napravleniya Razvitiya Vserossiyskoy Sluzhby Meditsiny Katastrof v Sovremennykh Usloviyakh = Priority Areas for the Development of the All-Russian Disaster Medicine Service in Modern Conditions: Materials of the All-Russian Scientific and Practical Conference. Moscow, VTsMK “Zashchita” Publ., 2019. P. 42-46 (In Russ.).
  7. Gumenyuk S.A., Aleksanin S.S., Yarygin N.V. Assessment of the Effectiveness of Work and Prospects for the Development of Air Ambulance Service in a Megalopolis Using the Example of Moscow. Meditsina Katastrof = Disaster Medicine. 2022;1:71-77 (In Russ.).
  8. Veklich A.V., Gumenyuk S.A., Fedotov S.A., et al. Analysis of the Efficiency of Work in the Daily Activity Mode of the Operational and Administrative Service of the Moscow Department of Healthcare to Ensure the Provision of High-Quality Medical Care to the Population in 2017-2021. Meditsina Katastrof = Disaster Medicine. 2022;2:36-41 (In Russ.). doi: 10.33266/2070-1004-2022-2-36-41.
  9. Veklich A.V., Gumenyuk S.A., Vechorko V.I. The Role of the Operational and Administrative Service in Responding to Emergency Situations in Medical Treatment Organizations of the Moscow Department of Health. Meditsina Katastrof = Disaster Medicine. 2024;2:34-38 (In Russ.). doi: 10.33266/2070-1004-2024-2-34-38.
  10. Murashko M.A., Ivanov I.V., Panin A.I. Patient Safety: Global Trends and Domestic Experience. Upravleniye Kachestvom v Zdravookhranenii = Quality Management in Healthcare. 2018;2:35-41 (In Russ.).
  11. Murashko M.A., Samoilova A.V., Shvabsky O.R. et al. Ensuring the Quality and Safety of Medical Activities in the Russian Federation as a National Idea. Obshchestvennoye Zdorov’ye = Public Health. 2022;23:5-15 (In Russ.). doi: 10.21045/2782-1676-2021-2-3-5-15.
  12. Sadovoy M.A., Kobyakova O.S., Deev I.A., et al. Satisfaction with the Quality of Medical Care: “You Can’t Please Everyone” or “The Patient is Always Right”. Byulleten’ Sibirskoy Meditsiny = Bulletin of Siberian Medicine. 2017;16;1:152-161 (In Russ.).
  13. Ramazanova M., Aimbetova G., Bagiyarova F., Zhenusova A. Experience in Regulating Quality and Safety: the Example of OECD Countries. Obshchestvennoye Zdravookhraneniye = Public Health. 2023;5:317-323 (In Russ.). doi 10.53511/PHARMKAZ.2023.98.97.041.
  14. Ivanov I.V. Results of Inspections of Roszdravnadzor for 2023-2024. Typical Violations and Risks. Upravleniye Kachestvom v Zdravookhranenii = Quality Management in Healthcare. 2024;12 (In Russ.).

 

The material was received 19.03.25; the article after peer review procedure 08.12.25; the Editorial Board accepted the article for publication 12.12.25