Quality of medical care perceived at the National Center for Minimal Access Surgery
Keywords:
patient satisfaction, quality of health care, questionnaireAbstract
Introduction: At present, the satisfaction level on patient operated by minimal access in Cuba is based on the analysis of opinions and complaints obtained from different sources, and have not been evaluated with a scientific basis.
Objective: To determine the level of satisfaction of patients operated by minimal access surgery and to identify the factors that influence it.
Methods: A survey, designed and validated by experts from the National Centre for Minimal Access Surgery, was applied to an probabilistic sample of 111 patients, who attended their first post-operative consultation between September and November 2014. The questionnaire included 38 items, which evaluated the perception of the quality of medical care in its structure, process and outcome dimensions. Perceived quality was evaluated at three levels: by each dimension, by each criterion for the group of people evaluated and by each patient according to all the criteria. Quality standards were set at 80%.
Results: 86,5% of the patients perceived a satisfactory quality, evaluating the set of criteria above the standard. The indicators that evaluated the three dimensions exceeded the established standard with 81% for the structure, 91.7% for the processes and 97% for the results. The fundamental dissatisfactions on patients were related to tangibility aspect of the structure in the waiting area.
Conclusions: The quality of medical care perceived by patients was satisfactory.
Downloads
References
2. Morales Ojeda R, Mas Bermejo P, Castell-Florit Serrate P, Arocha Mariño C, Valdivia Onega N, Druyet Castillo D, et al. Transformaciones en el sistema de salud en Cuba y estrategias actuales para su consolidación y sostenibilidad. Rev Panam Salud Pública. [Internet]. 2018 [citado 2019 Feb 7] ; 42:e25. Disponible en: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6385798/
3. Partido Comunista de Cuba. Actualización de los Lineamientos de la Política Económica y Social del Partido y la Revolución para el período 2016-2021. [internet]. La Habana: Editora Política; 2016. [citado 2019 Feb 21] Disponible en: http://www.granma.cu/file/pdf/gaceta/01Folleto.Lineamientos-4.pdf
4. Ministerio de Salud Pública: Programa para el perfeccionamiento continuo de la calidad de los servicios hospitalarios. [internet]. Resolución Ministerial 145/2007. La Habana, Cuba: Ministerio de Salud Pública; 2007. [citado 2019 Feb 7] Disponible en: http://legislacion.sld.cu/index.php?P=FullRecord&ID=193
5. Pérez Maza B. La satisfacción de la población y los servicios de salud. Rev Cubana Salud Pública [Internet]. 2016 Dic [citado 2019 Feb 11] ; 42(4):507-509. Disponible en: http://scieloprueba.sld.cu/scielo.php?script=sci_arttext&pid=S0864-34662016000400002&lng=es.
6. Torres Mora RM, Torres Peña R, Gram Álvarez M, Morera Pérez M. Propuesta de instrumento para evaluar la calidad percibida por pacientes tratados por cirugía de mínimo acceso. Rev Cubana Enferm [Internet]. 2018 [citado 2019 Feb 11] ; 34(1): [Aprox. 15 p.] Disponible en: http://revenfermeria.sld.cu/index.php/enf/article/view/1358/328
7. Otero MJ, Otero IJ. ¿Qué es la calidad en salud? [Monografía en internet] ; 2002 Nov [citado 2019 Abr 11] Disponible en: www.sld.cu/galerias/doc/sitios/infodir/que_es_calidad_en_salud.doc
8. Crow R, Gage H, Hampson S, Hart j, Kimber a, Storey L: The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess [Internet]. 2002 [Consulted 2019 Abr 16] ; 61:1-244. Available from: http://uhra.herts.ac.uk/bitstream/handle/2299/1073/102382.pdf
9. Quintana JM, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C, et al. Predictors of patient satisfaction with hospital health care. BMC Health Serv Res [Internet]. 2006 [Consulted 2019 Abr 16] ; 6:102. Available from: https://doi.org/10.1186/1472-6963-6-102
10. Trinh LN, Fortier MA, Kain ZN. Primer on adult patient satisfaction in perioperative settings. Perioper Med [Internet]. 2019 [Consulted 2019 Nov 26]; 8:11. Available from: https://doi.org/10.1186/s13741-019-0122-2
11. Díaz Cárdenas S, Buelvas Montes LA, De la Valle Archibold M, Bustillo Arrieta JM. Satisfacción de servicios de salud e impacto sobre calidad de vida en pacientes adultos. Arch Med [Internet]. 2016 [citado 2019 May 8]; 16(2):290-303. Disponible en: https://www.redalyc.org/pdf/2738/273849945008.pdf
12. Donabedian A. Explorations in quality assessment and monitoring. Health administration press. Definition of quality and approaches of its assessment. Ed. Michigan. 1980. Pág. 14-28
13. Hu G, Chen Y, Liu Q, Wu S, Guo J, Liu S, et al. Patient experience of hospital care in China: major findings from the Chinese Patient Experience Questionnaire Survey (2016–2018). BMJ Open [Internet]. 2019 [Consulted 2019 Nov 26] ; 9:e031615. Available from: http://dx.doi.org/10.1136/bmjopen-2019-031615
14. Massip Pérez C, Ortiz Reyes RM, Llantá Abreu MC, Peña Fortes M, Infante Ochoa I. La evaluación de la satisfacción en salud: un reto a la calidad. Rev Cubana Salud Pública [Internet]. 2008 Dic [citado 2019 Jun 18] ; 34(4):[Aprox. 10 p.]. Disponible en: http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S0864-34662008000400013&lng=es
15. Ortiz ER, Muñoz JS, Lechuga MD, Torres CE. Consulta externa en instituciones de salud de Hidalgo, México, según la opinión de los usuarios. Rev Panam Salud Pública [Internet]. 2003 [citado 2019 Jun 26] ; 13(4):[Aprox. 10 p.]. Disponible en: http://iris.paho.org/xmlui/handle/123456789/8384
16. Márquez Morales N. Metodología para evaluar la calidad asistencial a la atención de los ingresados en el hogar. [tesis de doctorado]. Facultad Finlay-Albarrán: Universidad de Ciencias Médicas de la Habana; 2010. Disponible en: http://tesis.sld.cu/index.php?P=FullRecord&ID=487
17. Vuori HV. El control de calidad en los servicios sanitarios. Conceptos y Metodología. Editorial Masson, S.A. España.1988.
18. Vázquez-Cruz E, Sotomayor-Tapia J, González-López AM, Montiel-Jarquín AJ, Gutierrez-Gabriel I, Romero Figueroa MS, et al. Satisfacción del paciente en el primer nivel de atención médica. Rev. Salud Pública. [Internet]. 2018 [citado 2019 Nov 11] ; 20(2):254-7. Disponible en: https://www.scielosp.org/article/rsap/2018.v20n2/254-257/
19. Infantes Gómez FM. Calidad de atención y grado de satisfacción de los usuarios de consulta externa del Centro de Atención de Medicina Complementaria del Hospital III Iquitos-2016. Rev Peru Med In- tegrativa.2017;2(2):133-9.
20. Pérez Pulido MO, Orlandoni Merli G, Ramoni Perazzi J, Valbuena Vence M. Percepción de la calidad en la prestación de servicios de salud con un enfoque Seis Sigma. Rev Cubana Salud Pública. [Internet]. 2018 [citado 2019 Nov 3] ; 44(2):325-43. Disponible en: https://www.scielosp.org/article/rcsp/2018.v44n2/325-343/
21. García-Altés A, Peiró Moreno S. Evaluación de la calidad mediante los sistemas de información socio sanitarios: un reto posible. Rev Calid Asist [Internet]. 2000 [citado 3 nov 2019] ; 15(4):223-9. Disponible en: https://dialnet.unirioja.es/servlet/articulo?codigo=2831802
22. Carbonell Torregrosa MA, Girbés Borrás J, Calduch Broseta J. Determinantes del tiempo de espera en urgencias hospitalarias y su relación con la satisfacción del usuario. Emergencias [Internet]. 2006 [citado 2019 Nov 3] ; 18(1):30-5. Disponible en: https://dialnet.unirioja.es/servlet/articulo?codigo=1428070
23. Alrasheedi KA, Al-Mohaithef M, Edrees HH, Chandramohan S. The Association between Wait Times and Patient Satisfaction: Findings from Primary Health Centers in the Kingdom of Saudi Arabia. Health Serv Res Manag Epidemiol [Internet]. 2019 [citado 2019 Nov 16]; 6:[Aprox. 7 p.]. Available from: https://doi.org/10.1177/2333392819861246.
24. Alarcon-Ruiz CA, Heredia P, Taype-Rondan A. Association of waiting and consultation time with patient satisfaction: secondary data analysis of a national survey in Peruvian ambulatory care facilities. BMC Health Serv Res [Internet]. 2019 [consulted 2019 Oct 19];19(1):439. Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6604432/.
25. Nottingham, Q.J.; Johnson, D.M.; Russell, R.S. The effect of waiting time on patient perceptions of care quality. Qual. Manag. J [Internet]. 2018 [consulted 2019 Jun 19];25(1):32-45. Available from: https://doi.org/10.1080/10686967.2018.1404368
26. Chang de la Rosa M, Alemán Lage MC, Cañizares Pérez M, Ibarra AM. Satisfacción de los pacientes con la atención médica. Rev Cubana Med Gen Integr [Internet]. 1999 Oct [citado 2019 Jun 18] ; 15( 5 ): 541-7. Disponible en: http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S0864-21251999000500009&lng=es.
27. Gálvez González AM, González López R, Álvarez Muñiz M, Vidal Ledo MJ, Suárez Lugo NC, Vázquez Santiesteban M. Consideraciones económicas sobre la salud pública cubana y su relación con la Salud Universal. Rev Panam Salud Pública. [Internet]. 2018 [citado 2019 Oct 3] ; 42:e28. Disponible en: https://doi.org/10.26633/RPSP.2018.28
28. Barragán JA, Pedraza YD, Rincón MR. Calidad percibida de la atención de enfermería por usuarios hospitalizados, Tunja 2011. Rev Fac Nac Salud Pública [Internet]. 2013 [citado 2019 Oct 3] ; 31(2):187-93. Disponible en: https://dialnet.unirioja.es/servlet/articulo?codigo=5079680
Published
How to Cite
Issue
Section
License
Those authors who have published with this journal, accept the following terms:
a. The authors will keep their copyright and guarantee the magazine the right of first publication of their work, which will be simultaneously subject to the Creative Commons Attribution License that allows third parties to share the work as long as the author and first publication of this magazine are indicated.
b. The authors may adopt other non-exclusive license agreements for the distribution of the published version of the work (e.g., deposit it in an institutional telematic archive or publish it in a monographic volume) as long as the initial publication in this journal is indicated.
c. Authors are allowed and recommended to disseminate their work through the Internet (e.g.: in institutional telematic archives or in their web page) before and during the submission process, which may produce interesting exchanges and increase the number of citations of the published work. (See The effect of open access).
