medigraphic.com
Órgano de Difusión de la Asociación Académica Panamericana de Medicina Familiar A.C.

2005, Number 1

<< Back Next >>

Arch Med Fam 2005; 7 (1)

User Satisfaction at a Social Security Institute Family Medical Center in Mexico City

Ramírez de la-Roche O, López-Serrano A, Barragán-Solís A, Arce-Arrieta E

Language: Spanish
References: 17
Page: 22-26
PDF size: 56.81 Kb.


ABSTRACT

Objective: Our aim was to measure user satisfaction at a Health Institute for Government Workers (ISSSTE) Family Medicine Center in Mexico City. Design: We carried out a descriptive and cross-sectional study. Materials and methods: In May 2000, we applied a questionnaire non-randomly to 244 users at an ISSSTE Family Medicine Center in the southern area of Mexico City. Results: Of 244 polled users, 65% were women and 34%, men. Data were obtained by direct questioning of users in 73% and indirect questioning of user relatives or tutors in the case of accompanied minors. Eighty seven percent of all users polled felt that their health problem was solved; 93% were satisfied with the good care offered by the health provider, and 84% declared that healthcare quality fulfilled their patient expectations. Surprisingly, of the total sample taken all users arrived in ‹ 1 h from their address to the Family Medical Center; nonetheless, only slightly more than one half of users (56%) were attended to on the day of their medical appointment. Vital signs such as blood pressure, weight, and temperature were taken in the majority of the users in the sample; in addition, users were also queried with regard to their complaints by their physicians. However, one of every 10 patients received no medication, and one half of the total patients were not assigned a control appointment. Conclusions: Nine of every ten patients considered that their medical consultation problems were solved and that health-care provider quality was satisfactory. This result clearly presents the importance of the interpersonal measurement dimension to the Family Health Center user despite impediments such as lack of medication and a long wait for medical treatment at Family Care Centers.


REFERENCES

  1. Evans DB, Tan-Torres ET, Laner J, Frenk J, Murria CJL. Measuring quality: from System to the Provider. Inst Quality Health Care 2001: 439-446.

  2. Deming WE. Calidad, productividad y competitividad. La salida de la crisis. Madrid, España: Díaz de Santos; 1989: 393.

  3. Ruelas BE, Zurita GB. Nuestros horizontes de la calidad de la atención a la salud. Salud Publica Mex 1993; 35(3): 235-237.

  4. Ruelas BE, Reyes ZH, Zurita GB, Vidal PLM, Karschmer S. Círculos de calidad como estrategia de un programa de la atención médica. Salud Publica Mex 1990; 32: 207-220.

  5. Ruelas BE, Vidal PLM. Unidad de garantía de calidad. Estrategia para asegurar niveles óptimos en la calidad de la atención médica. Salud Publica Mex 1990; 32: 225-231.

  6. Bronfman NM, López S, Magis C, Moreno A, Rutstein S. Atención prenatal en el primer nivel de atención: características de los proveedores que influyen en la satisfacción de las usuarias. Salud Publica Mex 2003; 45: 445-454.

  7. González BI, López P, Marín IA, Haro L, Macías A. Satisfacción del usuario de los servicios de salud en el trabajo. Rev Med IMSS 2002; 40(4): 301-304.

  8. Ramírez T, Nájera P, Nigenda G. Percepción de la calidad de la atención de los servicios de salud en México: perspectiva de los usuarios. Salud Publica Mex 1998; (40): 3-11.

  9. Martínez A, Guzmán B, Van-Dick MA, Trujillo HL, Martínez A. Evaluación de la calidad de la atención a la salud mediante indicadores y su estándar. Rev Med IMSS 1998; 36(6): 487-496.

  10. López A, Ramírez OF, Arce E, Rivapalacio IL. Evaluación de la calidad de la atención médica por medio del expediente clínico y la satisfacción del usuario en una clínica de medicina familiar de la ciudad de México. Arch Med Fam 2002; 4(2): 56-62.

  11. SSA, IMSS, ISSSTE, DDF, DIF, SECOGEF. Manual de evaluación de la calidad de la atención médica. 1992.

  12. Ware JE, Davies AA, Stewart AL. The measurement and meaning of patient satisfaction. Health Med Care Serv Rev 1978; 1: 2-15.

  13. McKinley RK, Terjinder MS, Hassting AM, French DP, Baker R. Reliability and Validity of a new measure of patient satisfaction with out of hours primary medical care in the United Kingdom: Development of a patient questionnaire. BMJ 1997; 314(7075): 193-207.

  14. Maldonado G, Orrico SE, Fragoso JS, Pérez JHM. Calidad en la atención del adulto mayor en medicina familiar. Rev Med IMSS 2002; 38(3): 125-129.

  15. Donabedian A. Continuidad y cambio en la búsqueda de la calidad. Salud Publica Mex 1993; 35(3): 238-247.

  16. New Park (Cal). SAGE Publications. 1998: 9-16.

  17. Secretaría de Salud. Encuesta Nacional de Salud II. México Laboratorio gráfico Editorial. 1994.




2020     |     www.medigraphic.com