Calidad percibida en hospitales del Servicio Sanitario Andaluz. El caso de los servicios de neurocirugía

Tous, Nicolás Cordero; Almansa, Angel Horcajadas; Zamora, Dolores Tous

doi:10.1016/j.cali.2014.11.002

Cited by 5 publications

(4 citation statements)

References 15 publications

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“…Measuring service quality is the first step toward quality improvement and quality management in health systems [ 12 ]. Research on service quality and consumer satisfaction evaluation studies are fundamental to the continuous improvement of healthcare organisations and is a concept that patients highly value, as well as healthcare professionals and organisations alike [ 13 ].…”

Section: Introductionmentioning

confidence: 99%

“…It is impossible to adequately describe quality without patient feedback, as it provides information about the success or failure of the health system in meeting patients’ expectations and has become the central focus of public health services [ 13 , 21 ]. Thus, patient satisfaction is one of the indicators to measure the effectiveness of healthcare management and is also considered the main indicator of the quality of care [ 25 ].…”

Section: Introductionmentioning

confidence: 99%

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Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Prada-García

Benítez-Andrades²

2022

Healthcare

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Patient satisfaction is of great importance and is a key factor in the quality of care. The most commonly used measure of this factor is satisfaction surveys. This study used the modified SERVQHOS healthcare quality survey model, which adapts the SERVQUAL survey. The main objective was to determine the degree of satisfaction of patients seen in the outpatient department of the Dermatology Service, as well as to describe and detect those aspects that could be improved to offer better quality care. A total of 250 patients responded to the survey. The mean Likert scale score for the 19 items on the perceived quality of care was 4.17 ± 0.796 points. Up to 92.8% were satisfied or very satisfied with the care received. All items were statistically correlated with overall satisfaction (p < 0.001). In the multivariate study, the variables with predictive capacity in relation to overall satisfaction (p < 0.05) were “the technology of the medical equipment”; “the directions to the consultation”; “the confidence that the staff transmits”; “the state of the consultation”; and “the interest of the staff in solving problems”. Satisfaction was significantly higher in men (p < 0.05), with a level of education up to primary school (p < 0.05) and no work activity (p < 0.001). The final mean score in the degree of perceived satisfaction was very high, indicating that the expectations of the patients were exceeded, and showing that satisfaction is closely linked to the qualities and skills of the staff in their relationship with the patient.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Prada-García

Benítez-Andrades²

2022

Healthcare

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“…In a study conducted in Peru, a relationship was found between people’s satisfaction with health services and their education and type of services received ( 48 ). In a study conducted in Indonesia, the results showed that trained staff and experienced physicians promote the quality of services and increase satisfaction ( 49 ). In a study conducted by Al-Borie in Saudi Arabia, a significant relationship was found between education and perceptions and satisfaction from the quality of health services ( 50 ) that complied with results of current study.…”

Section: Discussionmentioning

confidence: 99%

Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014

et al. 2016

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IntroductionQuality is the center of attention in all service providing organizations that are effective in promoting satisfaction of patients who are referred to medical centers. The aim of this study was to investigate the quality of health service providers in a case study of Qazvin, Iran, in 2014.MethodsThis descriptive study was conducted on 1,002 people who were residents of Qazvin Province (Iran) in 2014. The people were selected randomly from the population of the study area. The main variables studied were education, perceptions, expectations, and gaps in service quality. The data collection tool was the standard Servequal questionnaire. To determine the reliability of the research tool, we used Cronbach’s Alpha coefficient and the test-retest method. Statistical analyses were conducted using SPSS and the ANOVA test.ResultsThe mean age of people included in the study was 32 ± 9.9 years, and the average waiting time to receive services was 73 ± 47 minutes. Hospitals and doctors’ offices had the highest quality gap of −1.420 ± 0.82 and −1.01 ± 0.75, respectively. The service quality gaps in medical centers, health providers of rural area, and health providers of urban area were −0.883 ± 0.67, −0.882 ± 0.83, and −0.804 ± 0.62, respectively. There was a significant relationship between peoples’ perceptions and expectations concerning the quality of health services and their educational levels.ConclusionThe higher gaps in quality in hospitals and in doctors’ offices require more attention. Managers and policy makers should consider developing and implementing plans to reduce these gaps in quality and to promote better health services in these two sectors.

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“…Por tal motivo, la necesidad de implementar un Sistema de Gestión de Calidad basado en una entrevista de tipo encuesta realizada bajo el modelo SURVQUAL puede brindar la alternativa de ofrecer un servicio eficiente, eficaz, productivo y de calidad, tanto para los usuarios como para los especialistas del servicio de neurocirugía. La aplicación de esta encuesta de calidad exige estandarización a manera de obligación para visualizar sus procesos internos, para luego manipularlos a manera crítica en son de el beneficio social y la mejora continua del servicio médico (Cepeda & Cifuentes, 2017;Cordero et al, 2014).…”

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Gestión de calidad de los servicios de neurocirugía en un hospital público de Ecuador

Lascano

Solis

2023

ConcienciaDigital

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Introducción: medir el resultado es una parte fundamental de la buena práctica médica, definir la calidad de la atención y evaluar la efectividad de las intervenciones, los resultados actúan como puntos finales en los ensayos clínicos para guiar la práctica basada en la evidencia, siendo estos los protagonistas del desempeño individual de los cirujanos. A medida que la práctica médica cambia de atención centrada en la enfermedad a atención centrada en el paciente, los resultados informados por el paciente han tenido prioridad en la salud. Es posible que las medidas no aborden lo que más importa a los pacientes, aunque se reconocen cada vez más los efectos holísticos de la enfermedad en múltiples aspectos del bienestar de las personas, como la utilidad de las intervenciones enfocadas en términos de calidad de vida y síntomas de los pacientes, además de las medidas biológicas de la enfermedad. Metodología: Se realizará un estudio cualitativo, descriptivo y reflexivo que pretende identificar los factores que influyen en la calidad de vida posterior a los procedimientos quirúrgicos. Resultados: Serán medidos mediante entrevista a los pacientes tipo encuesta sobre el modelo SERVQUAL de forma presencial o telefónica a pacientes atendidos en el servicio de neurocirugía que fueron sometidos a diversos procedimientos quirúrgicos. Discusión: Existe una necesidad de realizar de forma protocolaria una PROM en pacientes neuroquirúrgicos para abordar las necesidades no satisfechas de los pacientes posterior a someterse a procedimientos neuroquirúrgicos.

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Calidad percibida en hospitales del Servicio Sanitario Andaluz. El caso de los servicios de neurocirugía

Cited by 5 publications

References 15 publications

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014

Gestión de calidad de los servicios de neurocirugía en un hospital público de Ecuador

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