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Humans , Qualitative Research , Biomedical Research/methods , Epidemiologic FactorsABSTRACT
OBJECTIVE: To analyse the opinions of the users of primary care on the care that they receive and to identify the principal areas of satisfaction. DESIGN: Qualitative study using discussion groups and open interviews during the period January-May 2003. SETTING: Health areas of Valladolid, Spain. PARTICIPANTS: The inclusion criteria were: to have attended a primary care clinic at sometime and to be between 35 and 80 years old. Recruitment was carried out through key informants, using the snowball technique. METHOD: 6 discussion groups and interviews with representatives of 3 nursing and 1 residents association were carried out. Structural sampling was carried out as regards the variables that influenced satisfaction. The conversations were recorded using tape recorders and literally transcribed on paper. The analysis of the texts was carried out by 2 investigators and concordance was sought between them. RESULTS: The principal areas related to satisfaction were: the treatment received from the professionals, which is considered a fundamental part of care, combined with the technical quality, continuity of the care, the admission services, the bureaucratic procedures, the barriers for accessing specialised services, and waiting lists. CONCLUSIONS: Personalized care, the time dedicated by the professional, the continuity of care, and waiting lists are the principal areas related to the perceived satisfaction of the patients. The possible responses to improve this situation are: the implementation of changes in the care management and organisation which would simplify the procedures, investment of resources (human and economic), changes in the model of the professional-patient relationship, and improvements in undergraduate and postgraduate training.
Subject(s)
Patient Satisfaction , Primary Health Care/standards , Adult , Aged , Aged, 80 and over , Female , Humans , Male , Middle AgedABSTRACT
Objetivo. Analizar las opiniones de los usuarios de atención primaria sobre la atención que reciben e identificar las principales áreas de satisfacción. Diseño. Estudio cualitativo mediante grupos de discusión y entrevistas abiertas durante el período enero-mayo de 2003. Emplazamiento. Áreas de salud de Valladolid. Participantes. Los criterios de inclusión fueron: haber acudido alguna vez a la consulta de atención primaria y tener entre 35 y 80 años. La captación se ha realizado a través de informadores clave, mediante la técnica de bola de nieve. Método. Se realizaron 6 grupos de discusión y entrevistas con representantes de 3 asociaciones de enfermos y una de vecinos. Se llevó a cabo un muestreo estructural en función de las variables que influyen en la satisfacción. Las conversaciones fueron recogidas en cintas magnetofónicas y transcritas literalmente en papel. El análisis de los textos ha sido realizado por dos investigadoras y se ha buscado la concordancia entre ambas. Resultados. Las áreas principales relacionadas con la satisfacción han sido: el trato recibido de los profesionales, que se valora como una parte fundamental de la atención, unida a la calidad técnica, la continuidad de los cuidados, los servicios de admisión, los trámites burocráticos, las barreras para acceder a los servicios especializados y las listas de espera. Conclusiones. La atención personalizada, el tiempo dedicado por el profesional, la continuidad de los cuidados y las listas de espera son las principales áreas relacionadas con la satisfacción percibida por los pacientes. Las posibles respuestas para mejorar esta situación son: la implementación de cambios en la gestión y la organización asistencial que simplifiquen los procesos, la inversión de recursos (humanos y económicos), los cambios en el modelo de relación profesional-paciente y la mejora en la formación de pregrado y posgrado
Objective. To analyse the opinions of the users of primary care on the care that they receive and to identify the principal areas of satisfaction. Design. Qualitative study using discussion groups and open interviews during the period January-May 2003. Setting. Health areas of Valladolid, Spain. Participants. The inclusion criteria were: to have attended a primary care clinic at sometime and to be between 35 and 80 years old. Recruitment was carried out through key informants, using the snowball technique. Method. 6 discussion groups and interviews with representatives of 3 nursing and 1 residents association were carried out. Structural sampling was carried out as regards the variables that influenced satisfaction. The conversations were recorded using tape recorders and literally transcribed on paper. The analysis of the texts was carried out by 2 investigators and concordance was sought between them. Results. The principal areas related to satisfaction were: the treatment received from the professionals, which is considered a fundamental part of care, combined with the technical quality, continuity of the care, the admission services, the bureaucratic procedures, the barriers for accessing specialised services, and waiting lists. Conclusions. Personalised care, the time dedicated by the professional, the continuity of care, and waiting lists are the principal areas related to the perceived satisfaction of the patients. The possible responses to improve this situation are: the implementation of changes in the care management and organisation which would simplify the procedures, investment of resources (human and economic), changes in the model of the professional-patient relationship, and improvements in undergraduate and postgraduate training
