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INTELLECTUAL MODEL FOR ANALYZING AND MANAGING
PATIENT TRUST IN MEDICAL STAFF OF PRIMARY
HEALTHCARE INSTITUTIONS
Ga u o a B., Smolanka V., Polishchuk V.
Abs ac : In he wo k, esea ch was conduc ed on he de elopmen o an in ellec ual analysis
model o de e mining he le el o us o pa ien s in he medical s a o a p ima y medicine
ins i u ion, o e ec i e s a egy and managemen on he example o he coun ies o he
Viseg ad G oup (Czech Republic, Hunga y, Poland, Slo akia). The esea ch uses mode n
knowledge collec ion and p esen a ion me hods, applied in uzzy se heo y, sys em analysis,
and expe e alua ion. The main alue o he model lies in he ac ha i examines he
ques ion o e alua ing he e ec i eness o he managemen o p ima y medicine medical
ins i u ions, aking in o accoun he le el o us o pa ien s in he medical s a . The model
p o ides an oppo uni y o comp ehensi ely analyze he egion and de elop
ecommenda ions o s a e au ho i ies o c ea e s a egies o imp o ing he quali y o medical
medicine in ou pa ien acili ies. A he le el o p ima y medicine ins i u ions, manage s
should de elop s a egies o c ea e condi ions in which pa ien s' us in medical pe sonnel
will g ow. The de eloped model was e i ied and es ed on eal da a o p ima y medicine
pa ien s in he coun ies o he Viseg ad G oup. An example o e alua ion on agmen s o
da a in ou egions is illus a ed.
Key wo ds: us o pa ien s, p ima y medicine, managemen e iciency, in ellec ual analysis
o knowledge, uzzy modeling
DOI: 10.17512/pjms.2024.30.1.06
A icle his o y:
Recei ed Sep embe 02, 2024; Re ised Oc obe 14, 2024; Accep ed No embe 06, 2024
In oduc ion
T us in medical pe sonnel is one o he key ac o s in he success ul p o ision o
medical se ices and he o e all le el o pa ien sa is ac ion. Pa ien s who us he
medical s a a e mo e likely o e u n o he same ins i u ion o se ices, which
inc eases loyal y and posi i ely a ec s he epu a ion o he medical ins i u ion. Also,
pa ien s who us hei doc o s a e mo e likely o lea e posi i e e iews and
 Bea a Ga u o a, p o . Ing. PhD., MBA, Tomas Ba a Uni e si y in Zlin, Facul y o
Managemen and Economics;
 Co esponding au ho : ga [email p o ec ed],
ORCID: 0000-0002-0606-879X
Volodymy Smolanka, p o . D Sc., Uzhho od Na ional Uni e si y, Facul y o Medicine;
 emails: [email protected],
ORCID: 0009-0003-5583-3341
Volodymy Polishchuk, p o . D Sc., Technical Uni e si y o Košice, Facul y o
Ae onau ics; Uzhho od Na ional Uni e si y, Facul y o In o ma ion Technology.
 email: olodymy .polishch[email p o ec ed],
ORCID: 0000-0003-4586-1333
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ecommend he acili y o o he s, con ibu ing o he in lux o new pa ien s.
Measu ing he le el o us o pa ien s in medical pe sonnel can be pa o s a egic
planning. This allows managemen o iden i y p oblem a eas and de elop measu es
o elimina e hem. T us in medical s a allows o mo e e icien planning and
alloca ion o esou ces, including he ime o doc o s and nu ses, as sa is ied pa ien s
a e less p one o con lic and complain s. Also, pa ien s' us in medical s a helps
educe s ess and bu nou among employees, educing s a u no e .
Thus, us in medical pe sonnel is a c i ically impo an ac o a ec ing he
e ec i eness o medical acili ies. The s a egy and managemen aim o c ea e
condi ions in which pa ien s' us in medical pe sonnel will g ow, which in u n will
con ibu e o he gene al imp o emen o he quali y o medical se ices and he le el
o pa ien sa is ac ion.
The main goal o he conduc ed esea ch is o de elop a model o in ellec ual analysis
o de e mining he le el o us o pa ien s in he medical s a o a p ima y
medicine ins i u ion, o e ec i e s a egy and managemen based on he example o
he coun ies o he Viseg ad G oup (Czech Republic, Hunga y, Poland, Slo akia).
T us ep esen s a cons uc ha can be a ec ed by many ac o s. I can be al e ed
o e ime and can be pe cei ed by he a ious popula ion g oups in a di e en ia ed
way, depending on p e ious expe ience wi h he heal hca e se ice p o ided as well
as he demand o i , he pa ien s' heal h s a us, he sociodemog aphic indica o s, and
so on. Pa ien s' con idence can also be in luenced by he en o ced heal hca e policy
o he coun ies, ela ed o he a ailabili y o esou ces and insu ance inancial
schemes (Ge ha ds e al. 2017). People can be conce ned abou he lack o heal hca e
sou ces as well as una ailabili y o heal hca e depending on age, como bidi ies,
social and economic si ua ion, and so on. Hence, in es iga ion o he con idence
ac o s and hei changes is udimen a y o e icien managemen o heal hca e
acili ies and o cons uc ion o op imal managemen s a egies aimed a highe
quali y, heal hca e se ice e iciency and sus ainabili y o he heal hca e sys em
(Sousa‐Dua e e al. 2020). These aspec s a e he basemen o pa ien s' sa is ac ion
and loyal y necessa y o ensu e e ec i e heal hca e policy in he coun ies ( an Dijk
e al. 2021). E ec i e heal hca e policies o he coun ies will enable educ ion o
egional heal h dispa i ies no only wi hin he indi idual coun ies, bu also be ween
he coun ies and hus, o ensu e ul illmen o global heal h goals, including
sus ainable de elopmen goals (SDGs).
Li e a u e Re iew
In es iga ing pa ien s' con idence and i s impac on quali y and e iciency o
heal hca e has been in he a en ion o many esea ch eams a ound he wo ld o
decades and he impo ance o his issue has been inc easing. This is ela ed no only
o he inc easing li e expec ancy o he popula ion, bu also o echnological
de elopmen in heal hca e, an inc ease in mo bidi y and eme gence o new
diagnoses, epidemics, and pandemics. Al hough he e a e many esea ch s udies in
his ield, hei compa ison is conside ably comp ehensi e o he me hodological
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aspec s as well as he di e ence in he heal hca e policies ha a e applied in he
indi idual coun ies. Ne e heless, hey p o ide a aluable pla o m o jus i y he
need o in es iga ing ac o s and de elopmen o sys ems ha would help no only
measu e con idence, bu also o implemen in o ma ion abou s a us and
de elopmen o con idence in managemen and he decision-making mechanisms in
heal hca e acili ies. The ollowing selec ed esea ch s udies also decla e he
di e ence in he impac o ac o s ela ed o con idence and sa is ac ion. Fo
ins ance, Dayan e al. (2022) sugges ha se ice quali y, speech o m, and
ela ionship o ou pa ien physician posi i ely in luence pa ien sa is ac ion and
indi ec ly in luence pa ien loyal y. Acco ding o he au ho s, sa is ac ion wi h he
wai ing ime has no impac on he ou pa ien s' sa is ac ion. An inc ease o he cos s
o swi ch o o he heal hca e p o ide s can p e en pa ien s om swi ching o o he
p o ide s and hus, i c ea es he po en ial o alse loyal y o so-called s a us o
cus ome hos age.
Shie e al. (2022) poin o he ela ionship be ween he ou a iables: quali y o
heal h se ices, accessibili y o se ices, us , and loyal y. Thei indings show ha
he highe he quali y o heal h se ices, he highe he us , p omo ing enhancemen
o he heal h se ices le el and ollowingly, inc easing he loyal y be ween physician
and pa ien . De elopmen o he ools o sel -manage own heal h ca e can aise
en husiasm o main aining own heal h and con ibu e o g ea e sa is ac ion wi h
own ea men plan.
The sociodemog aphic indica o s also in luence change in pa ien s us and loyal y
o physician in heal hca e acili ies. Some s udies con i m ha elde ly pa ien s, mo e
educa ed, ma ied, li ing in u ban egions, in be e heal h condi ion and wi h a
con ac wi h a amily physician, show highe pa ien us o physician (Li e al.
2022). Age, ma i al s a us, educa ion, egion, whe e hey li e, heal h s a us, and a
con ac wi h a amily physician is a signi ican p edic o o pa ien 's us . In many
s udies, he in e connec edness be ween us and pe cei ed quali y o he p o ided
heal hca e se ices is isible ha a e di ec ly ela ed o he pa ien 's expec a ions.
Fo ins ance, Thom e al. (2002) con i med ha pa ien s wi h a lowe us le el in
hei physician a e mo e likely o lis un ul illed eques s o heal hca e se ices.
In he ecen pe iod, communica ion has also played an impo an ole in building
us be ween pa ien and physician. Acco ding o Chand a e al. (2018) bo h us
and communica ion a e posi i ely ela ed o pa ien sa is ac ion and pe cei ed
quali y o heal hca e se ices. A pa ien -cen e ed app oach wi h e ec i e
communica ion skills and us p omo es be e heal hca e managemen ha esul s
in highe pa ien sa is ac ion.
T us in physicians needs o be in es iga ed in he o he causal ela ionships as well.
Ogu o e al. (2021) con i med ha he amily membe 's nega i e expe iences wi h
heal hca e se ices ha e a long- e m impac on pa ien s' a i udes and emo ions and
hence, i is necessa y o in es iga e he impac o amily membe s' expe iences on
pa ien s' us in hei own and gene al p ac i ione s.
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Al hough many s udies poin o a di ec ela ionship be ween pa ien s' us in
physicians and sa is ac ion wi h he heal h ca e p o ided (Ad iansyah e al. 2021),
enhancing a physician o pa ien in e ac ion does no au oma ically gua an ee highe
us and highe sa is ac ion. Shan e al. (2016) con i m ha he pa ien 's us as he
mos signi ican p edic o o his sa is ac ion is shaped by he pe cei ed high quali y
o he se ices p o ided, empa he ic and ca ing in e pe sonal in e ac ions. Simila ly,
Abbasi-Moghaddam e al. (2019) conside consul a ions wi h physician he mos
signi ican p edic o o pa ien sa is ac ion, how hey a e p o ided wi h in o ma ion
and in wha en i onmen hey ecei e heal hca e. Acco ding o he au ho s, he
highes di e ence in se ice quali y was ela ed o he pe cep ion o he sensi i i y
dimension by pa ien s and manage s.
The app op ia e aining p og ammes o employees aimed a c ea ing e ec i e
in e ac ions and ensu ing imely heal hca e se ices a e men ioned in he s udies as
equen ecommenda ions o enhancing heal hca e quali y. Some au ho s also
ecommend in es men s in he physical en i onmen and echnical equipmen o
ou pa ien depa men ha can con ibu e o he pe cei ed sa is ac ion o pa ien s
wi h he quali y o he p o ided heal h se ices (Al ubaiee and Alkaa'ida, 2011;
Thom e al. 2002).
The sociodemog aphic cha ac e is ics can be an impo an aspec in he
di e en ia ed pe cep ion o he heal hca e se ices ha is also ela ed o a highe
po en ial need o heal hca e in elde ly age. T us in heal hca e can be ela ed o age,
educa ion, employmen , income, exis ence o household, esidence, and he a ious
ideological aspec s (Du mus and Akbola , 2020; Fa okhi e al. 2023).
Us a and Ko kmaz (2020) con i m ha people o e six y yea s, wi h low educa ion,
unemployed, wi h low income, and people om u al a eas ha e highe us in he
heal hca e sys em. T us in he heal hca e sys em may also be ela ed o a highe
need o heal hca e in o ma ion in he pe iods o illness o elde ly age, as well as
social and economic unce ain ies. These aspec s a e also in ensi ely in es iga ed in
a ela ion o he heal h sys ems o he de eloping coun ies, whe e social and
economic indica o s play a signi ican ole (Amankwah e al. 2019).
Kim e al. (2017) conside he ea men e ec i eness o be an impo an ac o in
pa ien s' sa is ac ion wi h he heal hca e quali y. Acco ding o he au ho s, he
e ec i eness o ea men had a mo e signi ican impac on pa ien sa is ac ion
compa ed o acili ies and en i onmen , indi ec ly in luencing sa is ac ion and
di ec ly in luencing he in en ion o epe i i e isi o a pa icula physician. New
models o heal hca e se ice deli e y also poin o he impo ance o examining
wai ing imes, clinical con ac pe iod, us , empa hy, communica ion, and
expec a ions when e alua ing specialis heal hca e se ice (Wa e s e al. 2016).
Nguyen e al. (2021) explain he di e en ial weigh and s eng h o pa ien
sa is ac ion ac o s such as emo ion, unc ion, social in luence, and us . Acco ding
o hese au ho s, emo ions do no signi ican ly a ec cus ome pe cei ed alue and
unc ion does no signi ican ly a ec pa ien sa is ac ion.
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The a ious pe cep ions o pa ien sa is ac ion can be in luenced no only by he
egional cha ac e is ics, bu also by he heal hca e acili y ype (p i a e e sus s a e
heal hca e p o ide s). This ac is con i med by he esea ch s udies conduc ed
wi hin public heal hca e p o ide s (Liu e al. 2021) as well as p i a e ones (Pa hak,
2017; Fa ima e al. 2018). Public hospi als can show signi ican de iciencies in he
quali y o se ices p o ided (Majele e al. 2024), and ailu e o add ess hem can lead
o inc eased pa ien dissa is ac ion, inc eased in ec ions, longe eco e y imes, and
highe mo ali y a es. The ambi ion o heal hca e policies in he indi idual coun ies
is o educe he di e ences in he heal hca e se ice quali y p o ided by s a e and
p i a e heal h ca e p o ide s and hus, o imp o e he egional and economic
a ailabili y o heal hca e se ice. Va ious insu ance mechanisms play an impo an
ole in he heal hca e policies o he indi idual coun ies.
Sys em e iciency, he in oduc ion o s anda d ope a ing p ocedu es, as well as
inc easing in es men s in elec onic heal hca e se ice sys ems, which ha e an
impac on he imely p o ision o heal h se ices, including he educ ion o wai ing
imes, ha e been inc easingly p omo ed in he ecen pe iod. Pa ien s' sa is ac ion
and hei us in he medical s a also impac he willingness o pay o an abo e-
s anda d heal h se ice and engagemen (Ai e al. 2022).
Many o he aspec s o he heal hca e se ice quali y a e also in es iga ed in he
esea ch s udies ha can e eal new causal ela ions in he p ocesses o imp o ing
he heal hca e se ice quali y. Fo ins ance, i was ound ha he ex e io design o
heal hca e acili ies is no associa ed wi h pa ien sa is ac ion o us , while in e io
deco a ion and cleanliness as well as a mosphe e is di ec ly associa ed wi h hem in
heal hca e se ices (Ai e al. 2022).
The pa ien s o en associa e he di e en ypes o heal hca e acili ies wi h he
di e en le els o he heal hca e se ices p o ided. Cho e al. (2020) poin ed ou he
di e ences in he e alua ion o he heal hca e se ice quali y by pa ien s wi hin
uni e si y heal hca e se ices, communi y clinics and hospi als. Pa ien s pe cei ed a
highe quali y o heal hca e se ices in communi y p ima y ca e acili ies han in
hospi als. Acco ding o Manulík e al. (2016), pa ien s om s a e heal hca e acili ies
had highe expec a ions om con ac s wi h medical pe sonnel han pa ien s om
p i a e heal hca e acili ies. Chegini e al. (2022) con i med ha pa ien s o p i a e
heal h acili ies us physicians mo e as hose ones li ing in u al a eas. The au ho s
also con i m he ela ionship o dec easing us o pa ien s in physicians i
communica ion be ween physicians and pa ien s is e oneous. Ne e heless, Al-
Neyadi e al. (2018) con i m ha he pe cei ed pa ien s' sa is ac ion wi h he
p o ided se ice quali y does no di e be ween p i a e and s a e heal hca e
acili ies. The mos impo an e alua ion dimension o he bo h ypes o heal hca e
acili ies is secu i y. High-quali y heal hca e se ices lead o sa is ied pa ien s.
Hence, he di e ences be ween ypes o heal hca e acili ies in he pe cep ion o he
heal hca e se ices quali y should be minimal in heal hca e sys ems (Singh and
Dixi , 2020).

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Heal hca e p o ide s may pe cei e heal hca e quali y a ibu es di e en ly han
pa ien s ha may be ela ed o he di e en le els o expec a ions (Campos e al.
2017). Knowing he pe cep ion o he quali y o se ices by pa ien s makes i
possible o examine hei po en ial loyal y as well. Acco ding o Lin e al. (2004),
po en ial loyal y is ela ed o angibili y, eliabili y, esponsi eness, assu ance, and
empa hy. The impo ance o hese ac o s is also con i med by Jonkisz e al. (2022).
The pa ien ea men ype can also in luence he di e en pe cep ions and
e alua ions o he heal hca e se ice quali y (Lee and Kim, 2017). The pe cep ion o
he heal hca e quali y can also a y depending on he en i onmen and s a e
(Mohammed e al. 2016). Hence, i is impo an o in es iga e he impac o pa ien s'
expe iences on he pe cep ion o he heal hca e se ice quali y and in e en ions ha
in luence pa ien s' decision-making p ocesses and hei loyal y o heal hca e
acili ies.
In o ma ion echnologies can also in luence he pe cei ed heal hca e se ice quali y.
Kisekka and Giboney (2018) examined how p i acy conce ns educed he equency
o pa ien access o heal h eco ds ha may impac he pe cei ed heal hca e se ice
quali y. Heal hca e acili ies should implemen op imal secu i y measu es o inc ease
us and hus, o educe p i acy conce ns ha will ha e an impac imp o ing
heal hca e se ice quali y. The e ec i eness o he in o ma ion exchange o pa ien s
can be suppo ed by a ious inno a ions in heal h in o ma ion echnology. Xie e al.
(2020) poin o he in e connec edness o heal h in o ma ion echnology and pa ien
sa is ac ion and us wi h hese ajec o ies, possessing many complex ela ionships
ha need o be u he explo ed.
The ou comes o he men ioned esea ch s udies allowed us o de ine he elemen a y
esea ch pla o m o he analy ical p ocesses, whose aim was de elopmen o an
in ellec ual analysis model o de e mining he le el o us o pa ien s in he medical
s a o a p ima y medicine ins i u ion, o e ec i e s a egy and managemen on he
example o he coun ies o he Viseg ad G oup.
Based on he abo e, he scien i ic hypo hesis o his s udy ocuses on he unc ional
capabili ies o he p oposed ool and he p edic ed esul s o i s implemen a ion. I
can be o mula ed as ollows: he de eloped model o in ellec ual analysis is
unc ional and e ec i ely assesses pa ien s' us in p ima y ca e medical pe sonnel;
in he selec ed egion he e is a ela ionship be ween he o e all deg ee o
e ec i eness o managemen o p ima y ca e ins i u ions and pa ien s' us in
medical pe sonnel.
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Resea ch Me hodology
Conside some egion 𝑅 o e alua e he gene al le el o us o pa ien s in he
medical s a o p ima y medicine. The se o pa ien s 𝑃={𝑝1;𝑝2;…;𝑝𝑛} a e he
esponden s o he esea ch ques ionnai e who exp essed hei a i ude ega ding
us in he medical s a acco ding o some se o e alua ion c i e ia 𝐾=
{𝐾1;𝐾2;...;𝐾𝑚}. This model is p esen ed in he o m o an ope a o :
𝛴(𝑅,𝑃,𝐾)→𝑓(𝑙𝑡,𝐷𝐸). (1)
As a esul o he ope a o 's wo k, based on he inpu da a, he ini ial alues o 𝑓 a e
ob ained, namely: 𝑙𝑡 – a gene alized quan i a i e assessmen o pa ien s' us in he
medical s a o p ima y medicine in he s udied egion; 𝐷𝐸 – linguis ic assessmen
o he e ec i eness o he managemen o p ima y medicine ins i u ions wi hin he
s udied egion.
To p esen he in elligence analysis model, wo managemen subjec s a e in oduced:
he sys em analys is he pe son esponsible o se ing up all assessmen p ocesses;
a decision-make (DM) is a pe son who, based on he ob ained esul s, concludes
( ecommenda ions, scena ios) ega ding inc easing he us o pa ien s in he
medical s a o p ima y medicine a he egional le el.
The model o in ellec ual analysis p ocesses he opinions o pa ien s and mo es om
indi idual knowledge o collec i e knowledge a he egional le el. The e o e, i s ,
based on he se o c i e ia 𝐾={𝐾𝑗;𝑗=1,𝑚






}, which is classi ied in o l g oups
𝐺1;𝐺2;...;𝐺𝑙, da a is collec ed om esponden s acco ding o a ious aspec s o
us in medical pe sonnel. This se is open, so he model does no depend on hei
numbe , which makes i adap i e. Da a collec ion om pa ien s akes place in he
o m o an in ege sco e 𝐸∈[0;10], which is ob ained based on he answe o he
ques ion abou he us o pa ien s in he medical s a o p ima y medicine. Based
on heo e ical-mul iple gene aliza ion, he o ma ion o a se o e alua ion c i e ia
was ca ied ou , and hey we e classi ied in o g oups.
𝐺1 – Quali y o medical se ices:
𝐾11 – How would you gene ally a e he wo k o he medical s a who ea ed you?
( om 0 – “Wo s a ing” o 10 – “Bes a ing”).
𝐾12 – Did you ha e he oppo uni y o pa icipa e in he decision-making abou you
heal h as you wished? ( om 0 – “I did no pa icipa e a all” o 10 – “I was in ol ed
as much as possible”).
𝐺2 – Empa hy and communica ion:
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𝐾21 – Did you ha e enough ime o discuss you heal h issues wi h heal h
p o essionals? ( om 0 – “The e was no enough ime a all” o 10 – “The e was
enough ime”).
𝐾22 – Did you eel enough espec and empa hy when communica ing wi h he
medical s a ? ( om 0 – “Did no eel” o 10 – “Feeled”).
𝐾23 – Did he medical s a espec you cul u al o eligious belie s? ( om 0 – “No
espec ed a all” o 10 – “Respec ed and gi en a lo o espec ”).
𝐾24 – Did he medical s a ea you poli ely? ( om 0 – “They we e no poli e a
all” o 10 – “They we e e y poli e”).
𝐺3 – Con enience and a ailabili y o medical se ices:
𝐾31 – How con enien was i o make an appoin men wi h a doc o ? ( om 0 – “Ve y
di icul ” o 10 – “Ex emely com o able”).
𝐾32 – Was he s a e o you heal h easily explained by medical wo ke s? ( om 0 –
“I was no clea ” o 10 – “E e y hing was clea ”).
𝐺4 – Secu i y and p i acy:
𝐾41 – Did you eel enough p i acy when discussing you heal h wi h he medical
s a a he ou pa ien clinic? ( om 0 – “I did no eel p i acy” o 10 – “I needed
p i acy”).
𝐾42 – Did you eel enough us in he medical s a ? ( om 0 – “Did no eel us ”
o 10 – “T us was necessa y”).
Based on he exp essed imp essions o pa ien s acco ding o he abo e c i e ia, a se
o inpu da a 𝐸 is ob ained, wi hin he p oposed g oups o he esea ched egion 𝑅.
Fi s , a con olu ion o he ob ained sco ed poin s akes place in he sec ion o pa ien s
𝑝𝑖, 𝑖=1,𝑛: δ𝑢(𝑝𝑖)=∑𝐸𝑗𝑖
𝑚𝑢
𝑗=1 . (2)
𝑚𝑢 − he numbe o c i e ia in he g oup 𝑢, 𝑢=1,𝑙, δ𝑢(𝑝𝑖)∈[𝑎𝑢,𝑏𝑢].
In he second s ep, da a is compa ed using in elligen knowledge analysis based on
membe ship unc ions. This will educe he subjec i i y o he da a ecei ed om
pa ien s. Acco ding o he esea ch logic, i is p oposed o apply membe ship
unc ions o unce ain ies o he "high le el" ype. They a e used o blu decision
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bounda ies and a e desc ibed in e ms o S-shaped membe ship unc ions. Such
unc ions a e easily pa ame e ized, allowing hem o be con igu ed o ep oduce
di e en o ms and g ada ions o belonging. Fo example, a quad a ic S-spline is as
ollows:
𝜇𝑢(𝑝𝑖)=
{
0, 𝑖𝑓 δ𝑢(𝑝𝑖)≤𝑎𝑢;
2(δ𝑢(𝑝𝑖)−𝑎𝑢
𝑏𝑢−𝑎𝑢)2,𝑖𝑓 𝑎𝑢<δ𝑢(𝑝𝑖)≤𝑎𝑢+𝑏𝑢
2;
1−2(𝑏𝑢−δ𝑢(𝑝𝑖)
𝑏𝑢−𝑎𝑢)2,𝑖𝑓 𝑎𝑢+𝑏𝑢
2<δ𝑢(𝑝𝑖)<𝑏𝑢;
1, 𝑖𝑓 δ𝑢(𝑝𝑖)≥𝑏𝑢.
(3)
Fo he p oposed c i e ia g oups 𝐺1,𝐺3,𝐺4 he membe ship unc ion will look like
his:
𝜇1,3,4(𝑝𝑖)=
{
0, 𝑖𝑓 δ1,3,4(𝑝𝑖)≤0;
1
200(δ1,3,4(𝑝𝑖))2,𝑖𝑓 0<δ1,3,4(𝑝𝑖)≤10;
1− 1
200(20−δ1,3,4(𝑝𝑖))2,𝑖𝑓 10<δ1,3,4(𝑝𝑖)<20;
1, 𝑖𝑓 δ1,3,4(𝑝𝑖)≥20. (4)
Fo a g oup wi h ou c i e ia 𝐺2, he membe ship unc ion is as ollows:
𝜇2(𝑝𝑖)=
{
0, 𝑖𝑓 δ2(𝑝𝑖)≤0;
1
800(δ2(𝑝𝑖))2,𝑖𝑓 0<δ2(𝑝𝑖)≤20;
1− 1
800(40−δ2(𝑝𝑖))2,𝑖𝑓 20<δ2(𝑝𝑖)<40;
1, 𝑖𝑓 δ2(𝑝𝑖)≥40. (5)
Thus, no malized sco es 𝜇𝑢(𝑝𝑖)∈[0;1] a e ob ained o pa ien s 𝑝𝑖 wi hin he
c i e ia g oups ega ding hei us in he medical s a o p ima y medicine.
In he hi d s ep, he DM in oduces weigh ing ac o s {𝜔1,𝜔2,...,𝜔𝑙} o each g oup
o c i e ia om he in e al [1; 10]. Since he calcula ion akes place in he e alua ion
space [0;1], no malized weigh s a e de i ed:
𝜔𝑢




=𝜔𝑢
∑𝜔𝑢
𝑙𝑢=1 ,𝑢=1,𝑙; 𝜔𝑢




∈[0;1]. (6)
In he ou h s ep, using a con olu ional app oach, an agg ega ed quan i a i e
assessmen o us in he medical s a o p ima y medicine is de i ed by pa ien s.
DM can choose one o he con olu ions o calcula ion:
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INTELEKTUALNY MODEL ANALIZY I ZARZĄDZANIA
ZAUFANIEM PACJENTÓW DO PERSONELU MEDYCZNEGO
PLACÓWEK PODSTAWOWEJ OPIEKI ZDROWOTNEJ
S eszczenie: W p acy p zep owadzono badania nad op acowaniem modelu analizy
in elek ualnej w celu ok eślenia poziomu zau ania pacjen ów do pe sonelu medycznego
ins y ucji pods awowej opieki zd owo nej, dla sku ecznej s a egii i za ządzania na
p zykładzie k ajów G upy Wyszeh adzkiej (Czechy, Węg y, Polska, Słowacja). W badaniach
wyko zys ano nowoczesne me ody g omadzenia i p ezen acji wiedzy, s osowane w eo ii
zbio ów ozmy ych, analizie sys emowej i ocenie ekspe ckiej. Główna wa ość modelu
polega na ym, że bada on kwes ię oceny e ek ywności za ządzania placówkami medycyny
pods awowej, bio ąc pod uwagę poziom zau ania pacjen ów do pe sonelu medycznego.
Model daje możliwość kompleksowej analizy egionu i op acowania zaleceń dla władz
pańs wowych w celu s wo zenia s a egii pop awy jakości medycyny w placówkach
ambula o yjnych. Na poziomie placówek medycyny pods awowej menedże owie powinni
op acować s a egie wo zenia wa unków, w k ó ych zau anie pacjen ów do pe sonelu
medycznego będzie osło. Op acowany model zos ał zwe y ikowany i p ze es owany na
zeczywis ych danych pacjen ów pods awowej opieki zd owo nej w k ajach G upy
Wyszeh adzkiej. Zilus owano o p zykładem ewaluacji na agmen ach danych w cz e ech
egionach.
Słowa kluczowe: zau anie pacjen ów, medycyna pods awowa, e ek ywność za ządzania,
in elek ualna analiza wiedzy, modelowanie ozmy e