Journal Information
Vol. 13. Issue 1.
Pages 38-45 (January - February 1999)
Vol. 13. Issue 1.
Pages 38-45 (January - February 1999)
Open Access
Encuesta de Satisfacción a Pacientes de Servicios de Urgencias de Hospitales Agudos
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J. M.a Quintana1,*, I. Aróstegui1, A. Arcelay2, M. García1, M. Ortega3, S. Candelas2
1 Servicio de Epidemiología Clínica y Evaluación de Calidad. Unidades de Investigación y Calidad. Hospital de Galdakao
2 Subdirección de Evaluación y Asistencia Sanitaria. Osakidetza. Vitoria
3 Servicio de Urgencias. Hospital de Galdakao
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Resumen
Objetivo:

Describir el nivel de satisfacción de pacientes que acuden a servicios de urgencias de diferentes hospitales.

Métodos

Pacientes atendidos en los servicios de urgencias de nueve hospitales de agudos. Se utiliza una encuesta de satisfacción que contempla las áreas de interés para los pacientes y trabajadores de los servicios de urgencias. Se seleccionaron 1.940 pacientes para realizar una encuesta telefónica por personal entrenado.

Resultados

Se entrevistaron a 1.423 pacientes. Refirieron que el tiempo medio de espera hasta que fueron recibidos por el médico osciló entre los 20 a 60 minutos y el tiempo total en urgencias fue de 60 a 170 minutos. Hubo valoraciones negativas de ambos tiempos de hasta el 38% y 36% de los entrevistados respectivamente. La información recibida sobre lo que el problema de salud fue calificada negativamente por un 6 a 17% según centro y la recibida sobre el tratamiento a seguir de un 8 a 6%, refiriendo un 5% que no fueron informados de este aspecto. Hasta en un 30% refirieron que no fueron informados claramente de los resultados de los test efectuados. El trato humano fue calificado positivamente en un 55% en algunos centros. En la valoración global se obtuvieron valoraciones positivas de hasta un 58% y negativas de un 14%.

Conclusiones

Se encuentran diferencias significativas entre los distintos centros estudiados. Es el área de tiempo de espera la que presenta las mayores diferencias entre los hospitales, y peores valoraciones, seguida de la de información. Las encuestas de satisfacción pueden resultar un instrumento complementario de ayuda en la detección de problemas susceptibles de mejora.

Palabras clave:
Satisfacción del Paciente
Investigación de Servicios Sanitarios
Encuestas
Calidad de cuidados
Summary
Objective

To describe patient satisfaction with emergency care of different hospitals.

Methods

patients attended in emergency departaments of nine acute hospitals. A patient satisfaction questionnaire was used which includes relevant areas for patients and emergency departaments workers 1,940 patients were selected to be surveyed by phone, by previously trained interviewers.

Results

1,423 patients were interviewed. They reported that mean waiting time until were seeing by the physician ranged from 20 to 60 minutes and total time at the emergency room from 60 to 170 minutes. Interviewees negative ratings for both were of 38% and 36% respectively. Information given about the problem of the patient was negatively rated by 6 to 17%, and about the treatment to follow by 8 to 16% of them. 5% referred not getting information on the latest. Up to 30% of patients said not were clearly informed of the results of the test performed Interpersonal care was positively rated in 55% of cases in some hospitals. Global evaluation gave positive ratings of 58% and negatives of 14%.

Conclusions

This survey detect significant differences among all the centers in the study. Waiting time area showed the greater differences among them. Also the worst qualifications, followed by information to patient. Patient satisfaction questionnaires may work as aid in detecting health care problems.

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Copyright © 1999. Sociedad Española de Salud Pública y Administración Sanitaria
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