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January - February 1993 La Satisfacción De Los Usuarios Con Los Dos Modelos De Asistencia Primaria Vigentes...
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Vol. 7. Issue 34.
Pages 32-40 (January - February 1993)
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Vol. 7. Issue 34.
Pages 32-40 (January - February 1993)
DOI: 10.1016/S0213-9111(93)71131-0
Open Access
La Satisfacción De Los Usuarios Con Los Dos Modelos De Asistencia Primaria Vigentes En Andalucia*
User Satisfaction with the two Models of Primary Health Care Utilized in Andalusia (SPAIN)
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Ana Delgado Sanchez1,**, L.A. López Femández2, J.D. Luna del Castillo3
1 Unidad Docente de Medicina familiar y Comunitaria. Granada
2 Escuela Andaluza de Salud Pública. Granada
3 Facultad de Medicina. Granada
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Resumen

Se estudia las diferencias en la satisfacción de los usuarios de centros de salud, de ambulatorios y de consultorios, y las características del usuario, de la organización y de los médicos que se relacionan con la satisfacción con la asistencia sanitaria.

Se eligió una muestra de usuarios de las ciudades andaluzas de Granada, Málaga y Sevilla con un α =5%, β =10% y d =11%. Las variables de cada nivel se recogieron mediante tres cuestionarios.

Se encontró mayor satisfacción entre usuarios de centros de salud que en los de ambulatorios y consultorios siendo los valores respectivos de 62,4, 58,2 y 60,6 diferentes entre sí con una p<0,01. Las variables asociadas con más fuerza a la satisfacción en centros de salud son las del médico y de la organización, por lo que varias son susceptibles de mejora para incrementar la satisfacción de los usuarios. Por el contrario en ambulatorios y consultorios las variables más influyentes son las del usuario, las cuales no son modificables desde los servicios de salud.

Palabras clave:
Satisfación del usuario
Control de calidad
Atención primaria
Modelos de organización
Summary

A study was completed to investigate if any differences are observed in user satisfaction with health care centres, polyclinics and solo-practice, furthermore to identify user, organizational characteristics and doctors as variables that relate to user satisfaction in health care.

A sample of users was chosen from the Andalusian cities of Granada, Málaga and Sevilla with an α = 5%, β=10% and d =11 %. The variables were collected trough the use of three questionnaires.

Greater satisfaction was found between health care centre users than with polyclinics and solo-practice, with values being 62.4, 58.2 and 60.6 with a p<0.001.

The variables more strongly associated with user satisfaction in health care centres are those related with doctors and organization characteristics. Therefore several are capable of improvement in order to increase user satisfaction. On the contrary in polyclinics and solo-practice the most influential variables are those related with the user characteristics, which are not modifiable by the health services intervention.

Key words:
User satisfaction
Quality control
Primary health care
Organization models
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*

Proyecto financiado por el Fondo de Investigaciones Sanitarias.

Copyright © 1993. Sociedad Española de Salud Pública y Administración Sanitaria

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