Analysis of the user satisfaction level in a public physical therapy service

Almeida, Renato Santos de; Nogueira, Leandro Alberto Calazans; Bourliataux-Lajoine, Stéphane

doi:10.1590/s1413-35552013005000097

Cited by 10 publications

(8 citation statements)

References 26 publications

(45 reference statements)

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“…Esse tipo de análise que inclui o usuário no centro do processo avaliativo, como agente transformador, é fundamental para permitir um redirecionamento de estratégias de gestão da saúde pública [9][10][11][12][13]29]. No Brasil e no mundo, investigações com diferentes métodos têm sido feitas com esse propósito [10,12,19,[26][27][28][29][30][31][32].…”

Section: Discussionunclassified

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Grau de satisfação entre os usuários de uma unidade básica de saúde no estado do Paraná, Brasil

Rodrigues

Mattos

Ferreira

et al. 2018

Sci Med

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AIMS: To evaluate the users' degree of satisfaction with the structure and services provided in a Basic Health Unit of the Public Health System.METHODS: This cross-sectional study included individuals aged ≥18 years, of both genders, individually interviewed from March to May 2018 at the Ferraria Basic Health Unit, Campo Largo, Paraná, Brazil. A structured questionnaire contained sociodemographic information and questions adapted from the instrument used in the National Health Services Evaluation Program, regarding satisfaction with the staff, waiting time and local physical structure. Descriptive analysis of the data was followed by the Mann-Whitney U, Kruskal-Wallis, Chi-square and Poisson regression tests. Values of p<0.05 were considered statistically significant.RESULTS: The sample consisted of 373 users who met the inclusion criteria, of whom 72.9% were female, 82.8% were white race/skin color, 69.0% had low income and 36.4% had low schooling.The health team was the best evaluated item (73.3% of answers in the categories "very good" and "good"); and the waiting time for service was the worst evaluated item (61.5% of answers "bad" or "very poor"). In the bivariate analysis, the health team care was not associated with any independent variables. In the general evaluation of the establishment, the categories "very good/good", "regular", "bad" and "very bad" were evaluated respectively by 84 (27.4%), 128 (41.7%), 67 (21.8%) and 28 (9.1%) white users; and 22 (34.9%), 34 (54.0%), 7 (11.1%) and 0 (0.0%) non-white users (p=0.006). In the Poisson regression model, low schooling was associated with a 1.5 times greater chance of not knowing where to complain in case of poor care.CONCLUSIONS: The degree of satisfaction of the users of the Ferraria Basic Health Unit was influenced by factors such as race/skin color, income and schooling. Non-white users expressed a higher degree of satisfaction than white users. Users with low schooling knew less where to complain if service was not satisfactory. Although the evaluation was generally positive, some items were identified as unsatisfactory, deserving corrective measures.

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Section: Discussionunclassified

“…Estudos têm sido conduzidos no sentido de avaliar a percepção dos usuários a respeito dos serviços de saúde, em nível nacional [10,16,19,[26][27][28] e internacional [29][30][31][32]. Essas pesquisas apontam com principais aspectos negativos a falta de tempo despendido por parte dos profissionais [27,29] e problemas com infraestrutura [27].…”

Section: Introductionunclassified

Grau de satisfação entre os usuários de uma unidade básica de saúde no estado do Paraná, Brasil

Rodrigues

Mattos

Ferreira

et al. 2018

Sci Med

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“…La revisión sistemática realizada por Enkhjargal Batbaatar, demuestra relación (Batbaatar, Dorjdagva, Luvsannyam, & Amenta, 2017). El estudio de Renato S. Almeida no encontró asociación con el grupo etario (Almeida, Nogueira, & Bourliataux-Lajoine, 2013). El Hospital II atiende a pacientes asegurados, que en su mayoría lo conforman adultos, población económicamente activa, sin asistencia frecuente a los establecimientos de salud que sí lo realiza el adulto mayor, influenciando en la satisfacción de los usuarios.…”

Section: Discussionunclassified

Factores relacionados al nivel de satisfacción de los usuarios en la consulta externa en el Hospital II red asistencial Huánuco ESSALUD, 2017

Mata¹,

Berríos²

2018

riv

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El objetivo fue determinar la relación entre el tiempo de espera para una cita, el tiempo de permanencia hospitalaria, la orientación por el personal no médico y la explicación del personal médico con el nivel de satisfacción de los usuarios en la consulta externa en el Hospital II Red Asistencial Huánuco EsSalud, 2017. Los materiales y métodos de estudio de casos y controles, los casos fueron los de mejor nivel de satisfacción y los Controles los de bajo nivel. Para el cálculo del tamaño de muestra se empleó una proporción en expuesto 0,80 y proporción en no expuesto 0,60, error tipo I (0,05) y error tipo II (0,20). Muestreo por conveniencia. El nivel de satisfacción fue evaluado con SERVQUAL. Se utilizó una ficha de recolección de información, con personal capacitado, que no pertenece a la institución. Se contó con la aprobación de los comités de investigación y ética del Hospital II. Se realizó el análisis estadístico descriptivo (proporciones, medias, tablas, gráficos) e inferencial (bivariado y multivariado). En los resultados se recolectaron 310 participantes, los Casos fueron 128 participantes y los Controles fueron 182. En el análisis inferencial bivariado se encontró asociación significativa con Edad (p=0,024), Tiempo de espera para una cita hospitalaria (p=0,002), Servicios (p=0,016), Recibe explicación del médico (p=0,000), Entiende la explicación del médico (p=0,000). En el análisis multivariado se encontró asociación ajustada a las otras variables con Servicio (p=0,047; OR=0,55 [IC95% 0,30-0,99]), Recibe explicación del médico (p=0,001; OR=3,62 [IC95% 1,74-7,54]), Entiende la explicación del médico (p=0,000; OR=5,73 [IC95% 3,02-10,86]). Concluimos en que el factor asociado en forma independiente al nivel de satisfacción en los usuarios de la consulta externa fue el Servicio donde se atendió, Recibir explicación del médico y Entender la explicación del médico.

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“…To achieve such a harmonized relationship, physical therapists should develop good communication skills to ensure a better understanding of each patient 11 . Some studies have shown that patients with neurological impairments require a greater commitment by their physiotherapist and greater understanding that comes from interpersonal communication 17 . The satisfaction of patients is affected by many factors, most of which derive from communication with healthcare professionals.…”

Section: Review Article / Pregledni čLanakmentioning

confidence: 99%

“…Patient need is to feel the emotional balance in the relationship in order to increase efficiency in conducting the therapy. Most patient's dissatisfactions resulting from lack of communication physiotherapist with them during the treatment, which is then reduced only to the physical component 17 . Communication with sick people is based on trust that is built through a quality relationship, active listening, conversation skills and empathy and words that will console patients.…”

Section: Review Article / Pregledni čLanakmentioning

confidence: 99%

Effect of stress and professional burning on moral and ethical values in physiotherapy profession

Jovanović¹,

Stojanović²

2017

PONS

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The principles of rehabilitation are based on holistic medicine considering physical, mental and social aspects of the patient. In recent decades, we have witnessed intensive changes through the entire medical profession, that are caused by the tremendous advances in science and technology. The communication process between therapist -patient, and between all members of the medical team requires sensitivity to the problems of the patient. It includs honesty, empathy, active listening, patience and also represent the guidelines for successful communication that are necessary for the creation of mutual trust. The state of disease and disability changes every man and reinforces a sense of personal weakness. The patient that is faced with the weakness, needs words of comfort and accepts the help of another person. For a better understanding of the patient's suffering and fears in a therapeutic procedure, it is necessary to activate the empathic power primarily achieve high quality communication with the patient. Communication in medicine is considered as a core skill. Knowledge and good communication skills are a prerequisite for quality work for many professions, especially medicine. According to numerous studies, physiotherapists are primary candidates for combustion at work because of close contact with customers in the work of physiotherapy. Physical therapists, who experience burning, feel helpless in their ability to help others, and can not create a quality relationship with their patients. The resulting changes are loss of empathy and ethical values that were most important features of health services for many decades.Key words: stress, psychological; physical therapy modalities; psychology, social. APSTRAKTRehabilitacioni principi se temelјe na holističkoj medicini te sagledavaju pacijenta s fizičkog, mentalnog i socijalnog aspekta. Poslednjih decenija svedoci smo intenzivnih promena, koje su uzrokovane strahovitim napretkom nauke i tehnologije kroz koje prolazi celokupna medicinska struka a samim tim i fizioterapeutska struka. Komunikacijski proces na relaciji fizioterapeut -pacijent, kao i između svih članova medicinskog tima zahteva osetlјivost za probleme pacijenta, iskrenost, empatiju, aktivno slušanje i strplјivost. Navedene osobine ujedno predstavlјaju i smernice uspešne komunikacije koje su nužne za stvaranje međusobnog poverenja sa bolesnikom. Bolest menja svakog čoveka i pojačava osećaj lične slabosti. Bolesnik suočen sa slabošću traži reči utehe i prihvata pomoć druge osobe. Za bolјe razumevanje pacijentovih patnji i strahova u fizioterapijskom postupku nužno je aktivirati empatijske snage koje prvenstveno ostvarujemo kvalitetnom komunikacijom sa bolesnikom. Komunikacija u medicini smatra se osnovnom veštinom. Znanje i veštine kvalitetne komunikacije preduslov su kvalitetnog rada za mnoge profesije, posebno u medicini. Prema brojnim studijama fizioterapeuti su primarni kandidati za sagorevanje na poslu zbog bliskog kontakta u radu s korisnicima fizioterapije. Fizioterapeuti, koji iskuse s...

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Analysis of the user satisfaction level in a public physical therapy service

Abstract: The final values of the GGUH physical therapy department showed that patients can be satisfied even in a public health service. Satisfaction measures must have a multidimensional approach, and we found that people with more years of study showed lower values of satisfaction.

Cited by 10 publications

References 26 publications

Grau de satisfação entre os usuários de uma unidade básica de saúde no estado do Paraná, Brasil

Grau de satisfação entre os usuários de uma unidade básica de saúde no estado do Paraná, Brasil

Factores relacionados al nivel de satisfacción de los usuarios en la consulta externa en el Hospital II red asistencial Huánuco ESSALUD, 2017

Effect of stress and professional burning on moral and ethical values in physiotherapy profession

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