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      Calidad percibida por dos poblaciones adscritas a dos centros de salud de la provincia de Cuenca Translated title: Quality perceived by two populations assigned to two health care centers in the province of Cuenca

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          Abstract

          FUNDAMENTO: Para prestar un servicio de calidad es fundamental conocer la opinión que sobre la misma tienen los usuarios del mismo. El objetivo del presente trabajo es medir y comparar la calidad percibida por dos poblaciones asignadas a dos centros de salud de la provincia de Cuenca. MÉTODO: Se trata de un estudio descriptivo transversal. Las Zonas Básicas de Salud estudiadas han sido el Centro de Salud de Cardenete y Centro de Salud de Motilla del Palancar, ambos del Área de Salud de Cuenca. Se ha hecho un muestreo aleatorio estratificado por cuotas de edad y sexo a partir de la tarjeta sanitaria individual. Se ha medido la calidad percibida con un cuestionario validado y fiable, utilizado anteriormente con fines similares por el Ministerio de Sanidad y Consumo. RESULTADOS: Se analizan un total de 295 encuestas, 147 a varones y 148 a mujeres. La media de edad es de 48,83 años (DE: 18,77) para el Centro de Salud de Motilla, en Centro de Salud de Cardenete es de 61,93 años (DE: 15,17). La media de frecuencias mensuales de visitas para Centro de Salud de MP ha sido de 1,56 (DE: 1,91); esta media para el Centro de Salud de Cardenete ha sido:2,49 (DE: 4,27). La media de frecuencias semanales para el Centro de Salud de MP ha sido: 0,32 (DE: 0,66); para el Centro de Salud de Cardenete ha sido: 0,49 (DE: 1,03). El tiempo de espera en el Centro de Salud de MP ha sido: 10,86 minutos (DE: 8,27); en el Centro de Salud de Cardenete: 7,88 (DE: 4,55). 83,4 % de los usuarios de los dos Centros de Salud de conocen la posibilidad de libre elección de médico de cabecera. Se han encontrado diferencias estadísticamente significativas en 11 de los 21 ítems estudiados sobre calidad percibida de que consta el cuestionario CONCLUSIÓN. Los resultados de los componentes de la atención según el análisis factorial de los ítems de calidad percibida son coincidentes con los resultados de calidad percibida. De los dos grupos de usuarios estudiados, los que perciben mayor calidad en el servicio sanitario que disfrutan son los del Centro de Salud de Cardenete.

          Translated abstract

          BACKGROUND: To render quality service, it is essential to know the opinion users have of the service in question. The purpose of this study is that of gauging and comparing the quality perceived by two populations assigned to two health care centers in the province of Cuenca. METHOD: This is a descriptive cross-sectional study. The Basic Health Care Districts studied were the Cardenete Health Care Center and the Motilla del Palancar Health Care Center, both within the Cuenca Health Care District. The source of information was personal health care card. A random sampling layered by age and gender percentages was taken. The perceived quality was gauged by means of a validated, reliable questionnaire used previously for similar purposes by the Ministry of Health and Consumer Affairs. RESULTS: A total of 295 surveys (147 males and 148 females) were analyzed. The average age was age 48.83 (SD: 18.77) for the Motilla Health Care Center and age 61.93 (SD: 15.17) for the Cardenete Health Care Center. The average monthly frequency of visits for the MP Health Care Center was 1.56 (SD: 1.91), this average having been 2.49 (SD: 4.27) for the Cardenete Health Care Center. The average weekly frequencies for the MP Health Care Center was 0.32 (SD: 0.66), having been 0.49 (SD: 1.03) for the Cardenete Health Care Center. The waiting time at the MP Health Care Center was 10.86 minutes (SD: 8.27), having been 7.88 (SD: 4.55) at the Cardenete Health Care Center. 83.4% of the users of the two Health Centers of are aware of the fact that they have the freedom to choose their primary care physician. CONCLUSION: Statistically significant differences were found in 11 of the 21 items studied regarding perceived quality of the which questionnaire is comprised. The results of the health care components according to the factorial analysis of the items of perceived quality are those coinciding with the perceived quality results. Of the two groups of users surveyed, those perceiving a higher degree of quality in the health care service they are rendered are those of the Cardenete Health Care Center.

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          Most cited references40

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          Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

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            Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

            The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.
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              Defining and measuring patient satisfaction with medical care.

              This paper describes the development of Form II of the Patient Satisfaction Questionnaire (PSQ), a self-administered survey instrument designed for use in general population studies. The PSQ contains 55 Likert-type items that measure attitudes toward the more salient characteristics of doctors and medical care services (technical and interpersonal skills of providers, waiting time for appointments, office waits, emergency care, costs of care, insurance coverage, availability of hospitals, and other resources) and satisfaction with care in general. Scales are balanced to control for acquiescent response set. Scoring rules for 18 multi-item subscales and eight global scales were standardized following replication of item analyses in four field tests. Internal-consistency and test-retest estimates indicate satisfactory reliability for studies involving group comparisons. The PSQ well represents the content of characteristics of providers and services described most often in the literature and in response to open-ended questions. Empirical tests of validity have also produced generally favorable results.
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                Author and article information

                Journal
                resp
                Revista Española de Salud Pública
                Rev. Esp. Salud Publica
                Ministerio de Sanidad (Madrid, Madrid, Spain )
                1135-5727
                2173-9110
                June 2000
                : 74
                : 3
                Affiliations
                [03] orgnameFacultad de Medicina. Universidad de Alcalá orgdiv1Departamento de Ciencias Sanitarias
                [01] Cuenca orgnameCentro de Salud de Cardenete
                [02] Madrid orgnameHospital Ramón y Cajal orgdiv1Medicina Preventiva
                Article
                S1135-57272000000300005 S1135-5727(00)07400305
                cc74d6d0-9cee-4222-8be1-658747c53af5

                This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 International License.

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                SciELO Spain

                Self URI: Texto completo solamente en formato PDF (ES)
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                Primary Care,Total quality,Perceived quality,User satisfaction,Atención Primaria,Calidad total,Calidad percibida,Satisfacción del usuario

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