Utilización de la opinión de los pacientes para la mejora: 5 años de seguimiento (2001-2005) / Using patients’ opinions for quality improvement: a 5-year follow-up (2001-2005)

Objetivo: Evaluar, desde la perspectiva de los pacientes, la evolución de la calidad en los últimos 5 años con el fin de acercarnos a sus expectativas en el nuevo hospital. Método: El procedimiento utiliza como referencia los resultados de un estudio de opinión realizado en el hospital, en el año 2001, para contrastar con los resultados de las encuestas anuales y complementar con información procedente de reclamaciones escritas y demandas de responsabilidad patrimonial. Resultados: Se han recibido y procesado, en el período considerado, 821 encuestas (tasa de respuesta del 22,3%), 3.756 reclamaciones y 105 demandas de responsabilidad administrativa. Las encuestas han mostrado un grado de satisfacción del 96% y el estudio de evolución ha detectado diferencias significativas en confortabilidad y capacidad de respuesta. Los motivos de reclamación más frecuentes han sido: transporte sanitario (15,3%), demora en la asistencia (12,6%) y lista de espera (9,3%). Las demandas, estimadas positivamente sólo el 20%, destacan como motivo final principal la muerte o el resultado secundario grave (59%), y como causas primordiales, la omisión de acción (42,9%) y la práctica no adecuada (22,9%). Discusión: Se ha detectado un ligero empeoramiento de la opinión del paciente en los últimos 5 años, que se relaciona con un incremento de las expectativas del paciente. Los motivos de reclamaciones y demandas son independientes de los problemas destacados en el aspecto de opinión y evidencian dimensiones distintas pero coinciden en ciertos aspectos. Queda pendiente una nota de atención en el área de urgencias y, por supuesto, los problemas relacionados con el confort, cuya mejoría es fácil y evidente con la inauguración del nuevo hospital

Objective: To evaluate changes in quality over a 5-year period from the perspective of patients, in an attempt to meet their expectations in a new hospital. Method: The procedure takes as a reference the results of an opinion survey carried out in the hospital in 2001 and compares these results with those of annual surveys and completes them with information from written complaints and demands for accountability. Results: During the period studied, 821 surveys (a response rate of 22.3%), 3,756 complaints and 105 demands for administrative accountability were received and processed. The surveys revealed a degree of satisfaction of 96%, and study of the changes detected significant differences in comfort and response capacity. The most common reasons for complaints were medical transport (15.3%), delays in receiving care (12.6%), and waiting lists (9.3%). The main reasons for demands for accountability (only 20% of which were accepted) were death or serious secondary outcomes (59%), and the principal causes were related to omissions (42.9%) or malpractice (22.9%). Discussion: Patients' opinions tended to worsen slightly over the 5-year period studied, related to their increased expectations. Although the reasons for making complaints and demands were independent of the problems identified in patients' opinions and showed different dimensions, there were certain areas of overlap. Greater efforts are required in the area of emergency services and, of course, in problems related to comfort, improvement of which is easily achievable and evident with the inauguration of the new hospital

[Not Available]. / Utilización de la opinión de los pacientes para la mejora: 5 años de seguimiento (2001-2005).

OBJECTIVE: To evaluate changes in quality over a 5-year period from the perspective of patients, in an attempt to meet their expectations in a new hospital. METHOD: The procedure takes as a reference the results of an opinion survey carried out in the hospital in 2001 and compares these results with those of annual surveys and completes them with information from written complaints and demands for accountability. RESULTS: During the period studied, 821 surveys (a response rate of 22.3%), 3,756 complaints and 105 demands for administrative accountability were received and processed. The surveys revealed a degree of satisfaction of 96%, and study of the changes detected significant differences in comfort and response capacity. The most common reasons for complaints were medical transport (15.3%), delays in receiving care (12.6%), and waiting lists (9.3%). The main reasons for demands for accountability (only 20% of which were accepted) were death or serious secondary outcomes (59%), and the principal causes were related to omissions (42.9%) or malpractice (22.9%). DISCUSSION: Patients' opinions tended to worsen slightly over the 5-year period studied, related to their increased expectations. Although the reasons for making complaints and demands were independent of the problems identified in patients' opinions and showed different dimensions, there were certain areas of overlap. Greater efforts are required in the area of emergency services and, of course, in problems related to comfort, improvement of which is easily achievable and evident with the inauguration of the new hospital.