USERS SATISFACTION INDEX FOR SUSTAINABLE RECREATIONAL OPEN SPACES IN AKURE, NIGERIA.

Recreational open space is the outdoor open-air space involving green, grey, water and air spaces which can be used for active and/or passive recreation such as park, garden, public golf course and general open spaces. Recreational open space has been seen to be inadequate to cater for the rising demand of public recreation due to the increase in the population of people in Akure city. Many researches carried out on recreation and open spaces in the study area have indicated that abandonment, misuse, conversion, mismanagement, dilapidation, encroachment to mention a few are reasons for the inadequacies of these recreational open spaces. Amidst these challenges and threats to recreational open spaces, the study was set to look at the possible indicators for these demands in relation to the issues facing recreational open spaces. Consequently, a mix method approach involving administration of 379 questionnaires through stratified random sampling technique and case study of recreational open spaces in the study area was adopted. Hence, the study examined the factors influencing users’ satisfaction and sustainability of recreational open spaces in Akure as its aim. The study revealed the relationship between the management condition, satisfaction and benefit of the provision of recreational open spaces as an insight to a healthy city and development. Findings revealed that greater number of the study population visit frequently the available recreational open spaces and would want the recreation facilities to be properly managed especially to meet their satisfaction. The paper further recommends that local and state governments should provide more recreational open spaces with the consideration of users’ satisfaction for a healthy living.

Satisfacción de usuarios y proveedores de un servicio estomatológico de prótesis / Users and suppliers satisfaction in a stomatological prosthesis service

Se realizó un estudio descriptivo y transversal que incluyó a 2 especialistas en prótesis y 2 licenciadas en atención estomatológica, pertenecientes al Departamento Clínico de Prótesis del Servicio Estomatológico del Policlínico Docente Julián Grimau García de Santiago de Cuba, así como de 321 pacientes con atención concluida en dicho Servicio, para evaluar la satisfacción de proveedores y usuarios durante el 2015 en relación con la atención brindada y recibida, respectivamente, para lo cual se establecieron criterios, indicadores y estándares. Tanto los profesionales como los usuarios quedaron satisfechos, ambos con 5 de los criterios evaluados de adecuados, ya que superaron el estándar establecido (100 y 90 por ciento, en ese orden).

A descriptive and cross-sectional study that included 2 specialists in prosthesis and 2 graduates in stomatological care, belonging to the Prosthesis Clinical Department of the Stomatological Service in Julián Grimau García Teaching Polyclinic was carried out in Santiago de Cuba, as well as of 321 patients with care concluded in this Service, to evaluate the satisfaction of suppliers and users during the 2015 related to the care offered and received, respectively, for which criteria, indicators and standards were established. Either professionals or users were satisfied, both with 5 of the evaluated criteria as appropriate, since overcame the established standard (100 and 90 percent, in that order).

Avaliação da satisfação dos usuários de um serviço de saúde público-privado no nordeste do Brasil e a judicialização da saúde / Evaluation of patient’s satisfaction in a public-private health facility in Northeastern Brazil and the judicialization of healthcare

Este artigo tem por escopo analisar o grau de satisfação dos usuários de um serviço público-privado de saúde do Nordeste do Brasil, bem como o nível de conhecimento sobre seus direitos e a procura pelo Judiciário para garanti-los. Foram avaliadas as respostas dadas a um questionário aplicado junto a 67 pacientes atendidos pelo Núcleo de Assistência Médica Integrada, da Universidade de Fortaleza, conveniado ao Sistema Único de Saúde (SUS). Os pacientes entrevistados mostraram satisfação com os serviços oferecidos, considerando-os como bons ou excelentes. O principal problema evidenciado foi a dificuldade de acesso a medicações fornecidas pelo SUS e a falta de conhecimento dos direitos relacionados à saúde. Observou-se uma baixa procura pela Justiça para questões ligadas à saúde, o que pode se explicar, por um lado, pelo reduzido grau de conhecimento dos direitos relacionados a tal campo e pela baixa escolaridade da maior parte dos entrevistados. A melhora do grau de satisfação pode contribuir para reduzir a judicialização, muito embora usuários mais bem informados possam se mostrar mais exigentes e recorrer mais à Justiça. Soluções alternativas de resolução de conflitos, como a mediação e a justiça restaurativa, podem contribuir para diminuir a busca pelo Judiciário.

This article aims to analyze the degree of satisfaction of users of a public-private healthcare service in the Northeast of Brazil, as well as their level of knowledge about their rights and about the judicial procedure used to guarantee these rights. The analysis was based on the responses to a questionnaire applied to 67 patients who are users of a healthcare assistance center that is part of the Brazilian National Public Health System, at Universidade de Fortaleza. The users showed satisfaction with the services offered, seeing them as good or excellent. The main problem highlighted was the difficulty of access to medications provided by the public health system and the lack of knowledge on health-related rights. There was a low demand for justice related to health issues; this can be explained by both the low level of knowledge on the rights related to this field and the low educational level of most respondents. The improvement of the degree of satisfaction can help reduce the judicialization, even though more knowledgeable users might become more demanding and appeal more to justice. Alternative solutions for resolving disputes, such as mediation and restorative justice, can help reduce the appeal to justice.

Users’ Satisfaction with Services Provided Under National Health Insurance Scheme in South Western Nigeria.

Aims: National Health Insurance Scheme became operational in Nigeria over eight years ago; yet, population coverage is below 20% and healthcare services are provided ineffectively and inefficiently. Satisfaction surveys might be part of useful interventions required to increase universal healthcare coverage and improve optimal access and success of the scheme. Study Design: A cross-sectional, exploratory study. Place and Duration of Study: Federal Secretariat, Ibadan, Nigeria. 4 weeks of the month of July, 2011. Methodology: 380 eligible federal staff completed a self-administered modified SERVQUAL questionnaire, which assessed satisfaction domains of healthcare provider services (competence), staff attitude and waiting time. Clients’ experiences were related to a health facility visit in the last three months preceding the survey and assessed on a 5-point Likert scale of “very poor = 1”, “poor = 2”, “good = 3”, “very good = 4” and “excellent = 5”. Associations between dependent and independent variables were subjected to Chi-square test and logistic regression at P-value of 0.05. Results: 201 (52.8%) male and 179 (47.2%) female participated in the study. Their mean age was 42.5±8.0 years. Most frequently health conditions for which services were sought were malaria (52.9%), medical check-up (5.8%) and dental problem (2.9%). 55.6% of participants were satisfied with drug services, 56.2% with healthcare provider services, 77.8% with waiting time and 51.7% with staff attitude. Education and type of health facility were predictors of satisfaction with healthcare provider services. Length of years of enrolment was a predictor of satisfaction with waiting time while length of years and grade level attained in service were predictors of satisfaction with staff attitude. Conclusion: Periodic documentation of experiences of enrollees in relation to satisfaction domains of social insurance is useful as it could help identify and prioritise appropriate interventions required to improve its effectiveness and efficiency.

Evaluación de la satisfacción usuaria en un centro de atención primaria de salud / Evaluation of user satisfaction in a centre for primary health care

Los cambios en el modelo actual de la atención de Salud y la incorporación del modelo de salud familiar, han producido un cambio en la importancia de la familia, de la comunidad y del individuo tanto en la promoción, como la protección de salud. Este cambio ha provocado una necesidad creciente de entregar atención de calidad, donde la opinión y percepción del usuario se hace fundamental. El objetivo de este estudio fue evaluarla percepción de los usuarios del CESFAM Puertas Negras hacia la atención de Salud, como también, el grado de satisfacción usuaria frente a la atención de los distintos funcionarios. Se aplicó un cuestionario llamado “Encuesta de satisfacción usuaria – tu opinión vale” a 252 usuarios del CESFAM. Resultados y discusión: Se observó que el grado de satisfacción global de los usuarios no es óptimo y que el punto crítico más importante se visualiza en el área del acceso a la atención. Esta encuesta fue un primer paso para evaluar la satisfacción usuaria a nivel local, para realizar intervenciones que se adecuen a la necesidad de los pacientes. Creemos que se necesita de mayores estudios para evaluar la satisfacción usuaria de forma objetiva e integral.

The changes in the current health care system, and the introduction of a family health model have produced a transformation in the importance of family, community and the individual, both in health promotion as in health protection. This change has resulted in the need to deliver quality care, where user’s opinion and perception is essential. The aim of this study is to evaluate users’ perception of “CESFAM Puertas Negras” as a health care institution, as well as their satisfaction in relation to its health providers. A survey named “Survey of user satisfaction -your opinion counts” was applied to 252 users of the CESFAM. Results and discussion: The results show that the level of overall user satisfaction is not optimal, and that the worst performance is observed in the access to care module. This survey constitutes the first step towards assessing locally user satisfaction, with the aim of putting forward interventions that really suit the patients’ needs. We believe that further studies are needed to assess user satisfaction in a more objective and comprehensive manner.

Regulação do acesso ao cuidado na atenção primária: percepção dos usuários / Regulation of access to care in primary care: users’ perception / Reglamento del acceso al cuidado en la atención primaria: percepción de los usuarios

O estudo objetivou discutir as percepções dos usuários sobre a oferta e a resolutividade da regulação do acesso ao cuidado no contexto da atenção primária em saúde de Fortaleza/CE. Pesquisa exploratório-descritiva, com abordagem qualitativa, efetuada em 2010, em uma unidade básica de saúde, totalizando 25 sujeitos. Os dados foram coletados através de entrevista semiestruturada e analisados pela técnica de análise de conteúdo. Os participantes relataram fácil acesso à marcação de consultas, alta resolutividade dos problemas e efetividade do sistema de referência e contrarreferência. As principais limitações apontadas referem-se às dificuldades nos relacionamentos entre profissionais e usuários. Concluiu-se que a satisfação do usuário está relacionada com as características facilitadoras do atendimento e com a qualidade do serviço prestado.

This study discusses users' perceptions of offer and resolution concerning regulation of access to care in the context of primary health care in Fortaleza, Ceará, Brazil. It is an exploratory and descriptive piece of research of qualitative approach, conducted in 2010, with 25 users of a basic health unit. Data were collected through semi-structured interviews and analyzed on the basis of content analysis technique. Participants reported easy access to appointments, high problem-solving and effectiveness rates on the reference and counter-reference system. Main limitations identified point to interpersonal relations between professionals and users. Conclusions show that users’ satisfaction result from both attendance and quality of service delivered.

El objetivo del estudio fue discutir la opinión de los usuarios cuanto a la oferta y a la resolución de la regulación del acceso a la asistencia en el contexto de la atención primaria en salud de Fortaleza/Ceará-Brasil. Pesquisa exploratoria y descriptiva, con enfoque cualitativo, realizada en 2010, en unidad básica de salud, con 25 sujetos. Los datos fueron recolectados a través de entrevista semiestructurada y analizados mediante la técnica de análisis de contenido. Los participantes informaron un fácil acceso a la marcación de consultas, la resolución de problemas es alta y efectividad del sistema de referencia y contrarreferencia. Las principales limitaciones se refieren a las dificultades en las relaciones entre profesionales y usuarios. Se concluyó que la satisfacción del usuario está relacionada con las características facilitadoras de la atención y con la calidad del servicio dado.

Satisfação de familiares de pacientes psiquiátricos com os serviços de saúde mental e seus fatores associados / Family satisfaction in mental health services and associated factors

Objetivo: Avaliar a satisfação de familiares cuidadores de pacientes psiquiátricos com os serviços de saúde mental e seus fatores associados. Método: Realizou-se uma pesquisa avaliativa de serviços, do tipo correlacional e de corte transversal, com uma amostra de 85 familiares cuidadores de pacientes psiquiátricos, atendidos em três serviços de saúde mental públicos, situados em três cidades do interior de Minas Gerais. Utilizaram-se a Escala de Avaliação da Satisfação dos Familiares com os Serviços de Saúde Mental (SATIS-BR) e um questionário de variáveis sociodemográficas e clínicas. Resultados: A maioria dos familiares estava satisfeita ou muito satisfeita em relação aos aspectos avaliados dos serviços. A satisfação estava significativa e positivamente associada à idade dos pacientes e ao número de meses sem internação psiquiátrica. Não foi detectada influência do tipo de serviço no grau de satisfação. Conclusão: As variáveis dos pacientes foram os principais fatores associados à satisfação dos familiares. A satisfação dos familiares foi elevada, tendo-se inferido a influência parcial do contraste com outros serviços de saúde. Foi apontada a necessidade de maior diferenciação entre os serviços. Estudos futuros, com amostras maiores e aleatórias, poderão reavaliar esses resultados.

Objective: To evaluate family caregivers’ satisfaction with mental health services and associated factors. Method: A cross-sectional correlational study of service evaluation was carried out with a sample of 85 family caregivers of psychiatric patients attending three public mental health services located in three towns in the state of Minas Gerais. Subjects were interviewed for the application of the Satisfaction with Mental Health Services Scale (SATIS-BR) and a sociodemographic and clinic variables questionnaire. Results: Results showed that most caregivers were satisfied or very satisfied with the services aspects evaluated. Family satisfaction was significantly and positively associated with patients’ age and time spent without hospitalization. The statistical analysis did not detect any effect of type of service on family satisfaction. Conclusion: Patients’ variables were the most important associated factors related to the family satisfaction. Family satisfaction was high, maybe due partly to a comparison with other health services. Data suggest the need for more differentiation among services. Future studies with bigger and randomized samples will be able to reevaluate theses results.

Medición de la satisfacción de los usuarios de los servicios de salud del instituto de previsión del profesorado de la universidad central de venezuela, durante el último trimestre del 2004

Establecer y validar la calidad de un servicio, determinar su valoración, así como diseñar y aplicar instrumentos para avaluar la percepción y expectativas de Calidad por parte de sus usuarios, a los fines de considerarlas en el rediseño del servicio, debería constituirse en parte importante del trabajo de Administrar servicios de salud con efectividad. Y cuando aplicamos la orientación que nos proporciona una medición de la calidad del servicio, podemos contribuir a propiciar criterios hacia el mejoramiento de los mismos y hacia la atención más satisfactoria para los beneficiarios del servicio evaluado. En esta investigación se realizó una medición de Calidad de servicio, orientada básicamente en la satisfacción de las necesidades de sus usuarios en lo relativo a la atención en salud, se diseñó un instrumento, que debidamente validado, fue aplicado a una muestra de 260 personas que asistieron al servicio médico odontológico del Instituto, todas mayores de 18 años y seleccionadas aleatoriamente. En las encuestas se tomaron en consideración una serie variables, de forma tal de poder expresar en términos operacionales un concepto tan subjetivo como la calidad de servicio. Se pudo demostrar, entre la muestra entrevistada, que existía mucha satisfacción por el trato recibido de los proveedores de salud, tanto médicos como odontólogos, pero pudimos constatar insatisfacción en la valoración de los procesos relacionados con el sistema de citas.

To establish and to validate the quality of a service, to determine its value, as well as to design and apply instruments to appraise the perception and quality expectations of users, and finally to consider the factors in the redesign of the service. This should be constituted as a critical aspect of the work of effective health services management. When we apply the information that provides us with a measurement of the quality of the service, we can help to propitiate criteria towards the improvement of the areas and towards the most satisfactory attention for the beneficiaries of the evaluated service. In this investigation a quality measurement of service was performed, mainly orientated to the satisfaction of the needs of the users in the relation to health care attention. An instrument was designed which when validated, was applied to a sample of 260 persons who were present at the medical service and at the dentistry service of the Institute, all persons were over 18 years old and selected at random. In the surveys, a number of variables were taken into consideration, in such way that it would possible to express in operational terms a concept that is as subjective as the quality of a service. It was perceived that participants were mostly satisfied with the treatment provided by physicians and dentists. However, the same sample group seemed to be dissatisfied with the system of appointments used by the same entity.

Avaliação em saúde: reflexões inscritas no paradigma sanitário contemporâneo / Health evaluation: reflections on contemporary sanitary paradigms

O presente estudo apresenta uma análise reflexiva dos métodos de avaliação em saúde em uma perspectiva do cuidado pensado e praticado segundo as necessidades dos usuários. Várias são as formas e abordagens dos processos avaliativos na busca de uma melhor apreensão do objeto de avaliação; neste contexto, a satisfação do usuário surge como um indicador de qualidade dos serviços de saúde, ligada à maior adequação e promoção de reais mudanças nas práticas de saúde. Diante da inovadora proposta do Programa Saúde da Família (PSF), baseado nos princípios de integralidade, cuidado à saúde e humanização, a participação e a satisfação do usuário surgem como elementos-chave na formulação de suas ações, possibilitando mudanças no modelo assistencial hegemônico, a saber, positivista, assistencialista e curativista. A presença do usuário no processo avaliativo irá permitir uma peculiar atuação, remodelando as práticas de saúde - quiçá tornando-as mais humanas, acolhedoras e, conseqüentemente, mais resolutivas.

This study presents a reflexive analysis on the health evaluation methods in the perspective of care conceived and performed according to the users' needs. There are several forms and approaches of the evaluative processes in search of a better apprehension of the object under evaluation. In this context, the user's satisfaction appears as an indicator for quality of health services, linked to better adaptation and promotion of real changes in health practices. Concerning the innovative proposal of the Family Health Program (PSF), based on the principles of integrality, reception, health care and humanization, the participation, the partnership and the users' satisfaction should be introduced as key elements in the formulation of their actions, therefore allowing changes in the hegemonic, healthcare model, that is positivistic, assistentialist and curativistic. The user's presence in the evaluation process will ensure a peculiar performance, remodeling health practices - probably making them more human, homelike, and consequently more resolutive.

La calidad de la atención de Enfermería a los pacientes de un Hospital Regional del ISSSTE, en México D. F: Un estudio basado en el grado de satisfacción de los usuarios / The quality of nursing care patients of a Regional Hospital ISSSTE in Mexico D. F: A study based on the degree of user satisfaction

El objeto de esta investigación es conocer cual es la calidad de la atención que proporciona Enfermería en el Hospital Regional 1º de Octubre del ISSSTE, en México, D.F con base en el grado de satisfacción de los usuarios. La variable medida fue la calidad de la atención. El tipo de investigación fue descriptivo, diagnóstico, analítico, transversal y observacional. La población estuvo constituida por 445 pacientes del Hospital Regional 1º de Octubre del ISSSTE, internados en los cuatro servicios básicos como son: Cirugía, Pediatría, Gineco - Obstetricia y Medicina Interna. La muestra total es de 198 pacientes. La investigación fue realizada en el año 1999. Se midió la variable Calidad de Atención de Enfermería con base en la teoría de Avedis Donabedian de clasificar las modalidades de: estructuras, proceso y resultados. De cada modalidad se establecieron indicadores. Se comprobó la hipótesis de trabajo que califica de alta calidad, la atención que Enfermería proporciona a los pacientes. Se disprueba la hipótesis nula al considerar que los usuarios se sienten satisfechos con la atención que Enfermería les proporciona y la calidad de atención que reciben.

This research aims to know what the attention quality delivered by Nursing in the Regional ISSSTE Hospital 1o. de Octubre in Mexico City is, based on the users satisfaction level. The measured variable was attention quality. The research type was descriptive, diagnostic, analytical, transversal, and observational. Population consisted of 445 patients from the Regional ISSSTE Hospital 1o. de Octubre, who were interned in the four basic services: Surgery, Pediatrics, Gyneco-Obstetrics, and Internal Medicine. The total sample had 198 patients. The research was carried out during 1999. Nursing attention quality variable was measured based on the Avedis Donabedian's theory, which classifies the structures, process, and result modalities. Indicators were set for each modality. The work hypothesis that qualifies the high quality of attention delivered by nursing to the patients was checked. The null hypothesis was proven off when considering that users feel satisfied with the attention nursing is providing then and with the attention quality they are receiving.

Difference of Perception around Emergency Circumstances between 119 Rescuer and Utilizer

This study was performed to investigate satisfaction of 119 rescue users and to know how much different in perception around emergency circumstance between 119 rescuers and users. We reviewed emergency care records of users who were transported by 119 rescue of six agencies in Chungnam province from July 13, 1998 to August 8, 1998, and in order to find real utilization pictures and users' satisfaction, we analysed 113 mail questionnaires with perfect address and answers at January, 1999. The difference about perception around emergency circumstances between users and rescuers were as follows, degree of coincidence about mental state was 28.6% in alert, 61.9% in stupor, 28.6% in coma. Also, the degree of coincidence about patient 's severity was 50.0% in emergent, 64.1% in urgent, 19.4% in nonurgent. Difference between rescuers and users about duration from 119 call receipt to scene arrival The reason of satisfaction about 119 rescue service was 94.7% in kindness, 79.6% in equipment and facilities. Factors about dissatisfaction were delayed time(25.0%), insufficient equipment(19.2%), etc.