La satisfacción del paciente es un objetivo irrenunciable para cualquier institución sanitaria y una medida del resultado y la calidad de sus intervenciones; su grado se obtiene de la concurrencia del binomio expectativas-calidad percibida; el método más utilizado para su medida ha sido la encuesta de opinión, que permite detectar aspectos susceptibles de mejora. Se pretende conocer el grado de satisfacción manifestado por los pacientes tras su estancia en el Hospital Universitario de Getafe e identificar los motivos de insatisfacción más frecuentes.
MétodoSe realiza un estudio descriptivo, longitudinal retrospectivo, por encuestas, a todos los pacientes ingresados de enero de 1996 a diciembre de 2000; la encuesta aborda aspectos de calidad objetiva y subjetiva; consta de 11 preguntas cerradas, un espacio abierto para facilitar la expresión libre de comentarios y datos relativos a sexo, edad, estudios, población y días de estancia. Resultados: Encuestas recibidas 7.931 (12,8% de las entregadas y 7,5% de los ingresos). El 58,3% ingresan por urgencias y la atención allí recibida es satisfactoria para el 63%; 45,3% conocen el nombre del médico y 34,3% el de la enfermera; las explicaciones dadas por el médico sobre su enfermedad han sido adecuadas para el 82,6%; dicen haberles atendido bien (>50%) los médicos, enfermeras, auxiliares y celadores; el 70,5% ha recibido el informe de alta; la información recibida sobre su estado de salud e indicaciones tras el alta, es adecuada para el 79,4%; consideran buena la limpieza un 91,3%, la comida un 84%; consideran mal los ruidos un 24,4% y el 83,5% valoran bueno el confort; un 64,1% dice no conocer el Servicio de Atención al Paciente; el 69,2% han recibido información sobre las normas del hospital y el 92,4% volvería al hospital en caso de poder elegir.
Los servicios/unidades quirúrgicos son los que reciben más quejas y sugerencias; ginecología/obstetricia ocupa el primer lugar de quejas, agradecimientos y sugerencias.
ConclusionesLos pacientes que han contestado a la encuesta tienen una impresión positiva del hospital; más del 90% de los pacientes volverían en el caso de poder elegir.
Las causas de insatisfacción sonlos ruidos, la demora asistencial (pruebas, intervenciones y consultas), el trato personal y la información clínica recibida.
Patient satisfaction is an essential goal for any health institution and a measure of the results and quality of its interventions. The degree of satisfaction is obtained from the agreement found in the binomial between perceived expectation and quality. The most frequently used method to measure quality is the opinion survey, which detects aspects requiring improvement. The aim of this study was to determine the degree of satisfaction among patients after their stay in the University Hospital of Getafe and to identify the most frequent reasons for dissatisfaction.
MethodWe performed a retrospective, descriptive, longitudinal study through questionnaires administered to all patients admitted from January 1996 to December 2000. The questionnaire was designed to detect aspects of objective and subjective quality and contained 11 closed questions, an open space to facilitate the free expression of comments and data on sex, age, education, population and days of stay.
ResultsA total of 7,931 questionnaires were completed (12.8% of those administered and 7.5% of admissions); 58.3% of the patients were admitted through the Emergency Department and 63% rated the healthcare received there as satisfactory; 45.3% knew the physician’s name and 34.3% knew that of the nurse. A total of 82.6% considered the explanations given by the physician on the healthcare problem to be appropriate; more than 50% believed that they had been well attended by the physicians, nurses, auxiliary staff and security guards; 70.5% had received the discharge report; 79.4% considered the information received on their health status and indications after discharge to be appropriate; 91.3% considered cleanliness to be good and 84% considered food to be good; 24.4% thought noise was bad and 83.5% considered comfort to be good; 64.1% were unaware of the Patient Services Department; 69.2% received information on the hospital’s regulations and 92.4% would return to the hospital in the event of being able to choose.
Surgical departments received the most complaints and suggestions; obstetrics and gynecology received the most complaints, appreciation and suggestions.
ConclusionsThe patients who completed the questionnaire viewed the hospital positively; more than 90% of the patients would return to the hospital if they could choose. The causes of dissatisfaction were noise, delays (tests, interventions and consultations), personal relations with staff, and the clinical information received.
