ABSTRACT
INTRODUCTION: To create a new methodology that responds to our needs. OBJECTIVES: To recognise what demands are justified and thus susceptible to improvement, to define and prioritise these areas of improvement, and to establish the action plans for developing these areas whilst bearing in mind existing resources. PROGRAMME: This consists of questionnaires, to find user satisfaction; the level of response other than "don't know"/no answer, which appraises subjective importance; complaints and claims, showing unattained expectations. ACTIVITIES: By contrasting this information and using a prioritisation matrix, we obtain the list of demands. INTERVENTIONS: These will be developed in the processes by means of the action plans that put into practice the areas of improvement found. EVALUATION: Through the REDER system, there is annual evaluation of each process to which the action plans were introduced. DISCUSSION: This methodology was developed because of the existence of a powerful system of quality management with an interest groups voice process (persons, patients, other interest groups), which demanded knowledge of user expectation.
Subject(s)
Health Services Needs and Demand/standards , Humans , Patient Satisfaction , SpainABSTRACT
Introducción. Crear una metodología propia que responda a nuestras necesidades. Objetivos. Reconocer qué demandas son justificadas y, por tanto, susceptibles de mejora, definir y priorizar estas áreas de mejora y establecer los planes de acción que las desarrollan teniendo en cuenta los recursos disponibles. Programa. Está compuesto por encuestas que muestran la satisfacción de los clientes; el nivel de respuesta diferente de no sabe/no contesta, que valora su importancia subjetiva, y las quejas y reclamaciones que ofrecen sus expectativas no alcanzadas. Actividades. Al cruzar estas informaciones y utilizar una matriz de priorización, obtendremos el listado de demandas. Intervenciones. Se despliegan en los procesos por medio de sus planes de acción que implementan las áreas de mejora obtenidas. Evaluación. La evaluación se efectúa anualmente, por medio del sistema REDER, en cada proceso al que se han incorporado los planes de acción. Discusión. Esta metodología ha surgido por la presencia de un sistema de gestión de calidad potente con un proceso voz de grupos de interés (personas, clientes, otros grupos interés) que exigía conocer las expectativas de los usuarios
Introduction. To create a new methodology that responds to our needs. Objectives. To recognise what demands are justified and thus susceptible to improvement, to define and prioritise these areas of improvement, and to establish the action plans for developing these areas whilst bearing in mind existing resources. Programme. This consists of questionnaires, to find user satisfaction; the level of response other than "don't know"/no answer, which appraises subjective importance; complaints and claims, showing unattained expectations. Activities. By contrasting this information and using a prioritisation matrix, we obtain the list of demands. Interventions. These will be developed in the processes by means of the action plans that put into practice the areas of improvement found. Evaluation. Through the REDER system, there is annual evaluation of each process to which the action plans were introduced. Discussion. This methodology was developed because of the existence of a powerful system of quality management with an interest groups voice process (persons, patients, other interest groups), which demanded knowledge of user expectation
