Percepción de los adolescentes y jóvenes sobre la atención en servicios de salud de El Salvador / Adolescents and Young People's Perception of Care in Health Services in El Salvador

Introducción. Los Servicios de Salud Amigables son espacios de atención integral y diferencial para personas adolescentes y jóvenes, que parten de sus necesidades biológicas, sociales y afectivas. Objetivo. Evaluar las percepciones de las juventudes sobre la calidad de atención que recibieron y su experiencia en las Unidades de Salud. Metodología. Se realizó un estudio mixto que recogió las percepciones de los participantes en dos etapas sucesivas. Primero, con un cuestionario se evaluó la calidad de atención y experiencia de los usuarios; luego, mediante entrevistas grupales e individuales se estimó el nivel de satisfacción. Resultados. El 68,2 % de los jóvenes y adolescentes desconocen los programas exclusivos para ellos. El servicio más utilizado es el de medicina general (76,6 %). En cuanto a la atención recibida, el respeto, la confianza y la privacidad brindada por los profesionales de salud fue calificada como excelente o muy buena (76 %). El 39,7 % reportó que el tiempo de espera fue de 30 a 60 minutos; el 17,6 % refirió esperar más de dos horas. Conclusión. Aunque la percepción de las unidades de salud por parte de los adolescentes y jóvenes en general es buena, los Servicios de Salud Amigables cuentan con barreras que interfieren en el acceso, oportunidad y aceptabilidad

Introduction. Friendly Health Services are spaces of comprehensive and differential care for adolescents and young people, which start from their biological, social and emotional. Objective. Evaluate the perceptions of youth about the quality of care they received and their experience in the Community Family Health Units. Methodology. A mixed study was carried out that collected the perceptions of the participants in two successive stages. First with a questionnaire that evaluated the quality of care and experience of users, then through group and individual interviews that estimated the level of satisfaction. Results. Youth consult health establishments, although 68.2 % are unaware of the exclusive programs for them (Friendly Health Services). The most used service was general medicine (76.6 %). Regarding the care received, the respect, trust and privacy provided by health professionals was rated as excellent or very good (76 %). 39.7 % reported that the waiting time was 30 to 60 minutes, 17.6 % reported waiting more than two hours. Conclusion. Currently, there is a need to improve access to services for adolescents and young people by socializing the offer to encourage their use, increase attention in preventive areas and implement their evaluation with methods different from current ones

HIVAIDS services quality in health centers of East Shoa zone, Oromia, Ethiopia

Background: HIV/AIDS is a major public health, social and economic problem in Ethiopia. However, little has been done on assessment of the quality of the services given to patients in this country. Objective: To assess the quality of HIV/AIDS services in health centers of East Shoa Zone, Oromia region, Ethiopia. Method: Cross sectional survey was undertaken in selected health centers of East Shoa Zone between February and May 2017. Data was collected using researcher administered structured questionnaire, logistics indicators assessment tool and observation check list. SPSS for windows version 20 was utilized in the analysis of the collected data. Results: The study facilities were providing various services to HIV/AIDS patients. All (100%) and 6(75%) facilities respectively had shortage of trained human power required to give ART and TB services. Regarding ARV medicines availability, majority of the study facilities, 5 (62.50%) reported that they had the stockout of AZT300/3TC150/NVP200 in six months prior to study while 4 (66.7%) of the facilities had the stockout of NVP 240ml (50mg/5ml) syrup on day of visit. Among anti-TB medicines, E100 was out of stock in three facilities (37.5%) on day of visit and INH100 had been out of stock in 4 (50%) of the facilities in six months prior to the study. From OIs medicines, Cotrimoxazole 960mg tablet stocked out in 4 (66.70%) on day of visit and in 5 (83.30%) health centers in six months prior to the study. Considerable number of study facilities, 4 (66.70%) had the stockout of tramadol 50mg tablet on day of visit and ibuprofen 400mg tablet in six months prior to the study, 5 (71.40%). Conclusion: The studied facilities were challenged by different factors including, scarcity of human power, stockout of various HIV/AIDS related medicines and inability to make patients adhere to the services given by the facilities. The consequences of these factors can be dangerous to the patients as well as to the wider public and hence making available the appropriate human resource and HIV/AIDS related commodities including medicines should be the priority for the health facilities and the region to improve the quality of HIV/AIDS services in the study area

Patient safety culture in the perception of health professionals: A mixed methods research study / La cultura de seguridad del paciente según la percepción de profesionales de la salud: una investigación de método mixto / Cultura de segurança do paciente na percepção dos profissionais de saúde: pesquisa de métodos mistos

ABSTRACT Objective: To analyze the patient safety culture perceived by health professionals working in a hospital and to understand the elements influencing it. Methods: A sequential explanatory mixed methods study, conducted in 2017 in two interrelated stages in a hospital. The quantitative stage was carried out by applying the questionnaire to 618 professionals and the qualitative stage, with ten, using the focus group technique. The analysis was descriptive statistics for the quantitative data and of content for the qualitative data. Subsequently, the data were submitted to integrated analysis. Results: Of the 12 dimensions, seven were considered weak, the most critical being "non-punitive response to error" with 28.5% of positive answers. Bureaucratic, poorly designed and uncoordinated processes, regional decisions, communication failures, hierarchy, overload, punishment and judicialization were related to the perception. Conclusions: The patient safety culture was considered weak, and elements related to work organization, people management and legal risk influenced this negative perception.

RESUMEN Objetivo: Analizar la cultura de seguridad del paciente percibida por los profesionales de la salud y comprender los elementos que influyen en ella. Métodos: Estudio de método mixto explicativo secuencial, realizado en dos etapas interrelacionadas en un hospital en el año 2017. La etapa cuantitativa se realizó mediante la aplicación del cuestionario a 618 profesionales y la etapa cualitativa, con diez, mediante la técnica de grupo focal. El análisis fue estadística descriptiva para los datos cuantitativos y de contenido para los datos cualitativos. Posteriormente, los datos se sometieron a análisis integrado. Resultados: De las 12 dimensiones, siete se consideraron débiles, siendo la más crítica la "respuesta no punitiva a los errores". Los procesos burocráticos, mal diseñados e descoordinados, decisiones regionales, fallas de comunicación, jerarquización, sobrecarga, castigo y judicialización se relacionaron con la percepción. Conclusiones: La cultura de seguridad del paciente se consideró débil y elementos relacionados con la organización del trabajo, la gestión de personas y el riesgo legal influyeron esta percepción negativa.

RESUMO Objetivo: Analisar a cultura de segurança do paciente percebida pelos profissionais de saúde de um hospital e compreender os elementos que a influenciam. Métodos: Misto sequencial explanatório, conduzido em duas etapas conectadas, em hospital, em 2017. A etapa quantitativa ocorreu mediante aplicação do questionário a 618 profissionais e a qualitativa, com dez, pela técnica de grupo focal. A análise foi descritiva para dados quantitativos e de conteúdo, para os qualitativos. Posteriormente, os dados foram submetidos à análise integrada. Resultados: Das 12 dimensões, sete foram consideradas frágeis, sendo a mais crítica "resposta não punitiva aos erros", com 28,5% de respostas positivas. Processos burocratizados, mal desenhados e descoordenados, decisões regionais, falhas de comunicação, hierarquia, sobrecarga, punição e judicialização foram relacionados à percepção. Conclusão: A cultura de segurança do paciente foi considerada frágil e os elementos relacionados à organização do trabalho, à gestão de pessoas e ao risco jurídico influenciaram essa percepção negativa.

El mercadeo y los servicios de información

La introducción de las nuevas tecnologías de información y comunicación contribuye notablemente al desarrollo vertiginoso de la calidad de los denominados servicios de información. Sin embargo, al momento de considerar la información como un servicio, es necesario eliminar la concepción clásica de las "cuatro P" del mercadeo de los productos manufacturados: producto, precio, promoción y plaza. Los servicios, por su naturaleza misma, necesitan de un tratamiento diferente al aplicado a los productos tradicionales; más aún, si trata de servicios de información, donde se involucran disímiles variables, relacionadas con sus usuarios y empleados. La información, como cualquier otro recurso, debe gerenciarse mediante las leyes y reglas del mercadeo aplicables a ellos, porque, entre otras razones, la calidad de los servicios de información es dinámica. La introducción de las técnicas del mercadeo posibilitan el establecimiento de servicios de información, donde la satisfacción del cliente es el pilar fundamental de su entrega.

The introduction of the new technologies of information and communication contributes notably at giddy development of the quality of the services of information. Nevertheless, al moment to consider the information as a service, is necessary to eliminate the classical conception of the "four P" of the marketing of the manufactured products: product, price, promotion and market place. The services, by their same nature, a processing different from his applied to the traditional products; more still, it deals with services of information, where unlike variables are involved, related to their users and employee. The information, as any another resource, should be managed by means of the laws and rules of the applicable marketing, because, among others reasons, the quality of the services of information is dynamic. The introduction of the techniques of the marketing facilitates the information services establishment, where the satisfaction of the client is the fundamental pillar of its deliver.

Using the first page data of medical record to analyze medical service quality of different disease entities / 第二军医大学学报

Objective:To search for a method for analyzing medical service quality of different disease entities using the first page data of medical records.Methods: Based on documents review and real data analysis,the basic principles,methods and steps of disease entity dividing and selecting,evaluation index selecting,and calculating were introduced.Special attention was paid to certain problems in the discussion.Results: When the inpatients of selected disease entities covered 60% of total hospitalized patients,the medical quality information included exceeded 80% of the total information.For 97.66% disease entities,their inpatient cost and length of hospital stay were logarithmic-normally distributed.Conclusion: Dividing disease entities by fixed digits of ICD-9 code is easily performable.This method should be used when the disease entities include about 60% of total inpatients,and geometric mean should be used in calculating average length of hospital stay and average cost.

Nursing Services Positioning Analysis for Nursing Services Repositioning / 간호학회지

Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry(1988). For data analysis, SPSS/ PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment, Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.