Vega CLO, Leyva CE, Pérez PMC, Tapia CII

Language: Spanish
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ABSTRACT

Introduction: Knowing what patients think about the care they are given and their degree of satisfaction is an opportunity to construct a result indicator that tells health personnel what the relevant transformations and innovations should be.
Objective: To evaluate, through the waiting lines, the level of patient satisfaction and the care provided in the orthopedic consultation.
Methods: A descriptive, longitudinal, experimental and prospective study was carried out. The universe of work was an area of the orthopedic consultation (sample = 96 patients), in a hospital entity in Holguin municipality, in 2016 first quarter. The patient satisfaction index was determined in the orthopedic consultation using Saaty mathematician multi-criteria method and the waiting lines (evaluated parameters) were diagnosed through the queuing theory. In turn, statistical forecasting techniques were used, such as regression and nonparametric tests.
Results: The patient satisfaction index was determined with the consultation of 1,827. Accessibility problems were detected. Deficiencies in scheduling appointments and little use of the system were corroborated. It was shown queues behaved in a regular manner. The need to increase the orthopedic service was demonstrated to improve accessibility in the consultation.
Conclusions: Hospitals must pay much attention to the quality of care to achieve high level of patient satisfaction. This research proved that queuing theory is one of the most relevant techniques in the management of waiting lines and, therefore, this theory allows to measure the satisfaction of patients in the orthopedic consultation.