Calidad de atención en salud percibida por los pacientes en un centro de salud urbano de A Coruña / Health care quality perceived by the patients in an urban health centre in a coruna

Objetivos Explorar la fiabilidad y validez del cuestionario adaptado SERVPERF en el ámbito de atención primaria y obtener una medida de la calidad de atención en salud desde la perspectiva de los pacientes en un centro de salud (C. S.). Diseño Estudio descriptivo transversal. Participantes Del total de los pacientes que acudieron a consultas al centro de salud durante una semana de marzo de 2010 se seleccionó de forma sistemática uno de cada 5, hasta completar el tamaño muestral requerido. Mediciones principales: Para medir la calidad de atención en salud percibida se utilizó la encuesta adaptada SERVPERF, con 22 ítems medidos en escala Likert (1-7), a la que se añadieron 3 preguntas abiertas y variables personales. Resultados Participaron un total de 132 pacientes con una edad media de 50 años (rango 16-89), el 67% eran mujeres. La encuesta con los 22 ítems mostró una consistencia interna α-Cronbach= 0,90 (IC 95%: 0,87-0,93) y en cada una de las 5 dimensiones este valor estuvo entre (0,71-0,90). El análisis factorial señaló 5 factores que explicaron un 69,83% de la varianza. La puntuación total media obtenida fue de 123,22±16,95, el ítem mejor valorado fue el «Seguimiento individualizado por el médico de cada paciente» con una media de 6,66±0,79 (IC: 6,53-6,79). Conclusiones El cuestionario utilizado (SERVPERF adaptado) se mostró fiable y válido para medir percepción de calidad de la atención sanitaria en atención primaria. Los pacientes consideraron que el servicio de atención sanitaria que recibieron fue de buena calidad (AU)

Objective: The aim of this study is to explore the reliability and validity of the adapted questionnaire SERVPERF in primary care and to obtain a measure of perceived quality from the patient point of view in an urban health centre. Method: A cross-sectional descriptive study. Participants: One in five of all the patients who visited the health centre during one week in March 2010 were systematically selected until completing the required sample size. Main measurements: Personal data were collected (age, sex, nationality, marital status, level of studies, working status and their own perception on their health status). To measure the perceived quality the adapted questionnaire SERVPERF was used, with 22 items measured using a Likert scale (1-7), to which was added three open questions. Results: Out of a total of 132 patients, 67% of those who completed the questionnaire were women. All the interscale correlations were positive and significant. The overall statistical value for Cronbach's-Alpha was equal to 0.90 (95% CI: 0.87-0.93), and in all domains this value ranged from 0.71 to 0.90. The factor analysis identified 5 factors that explained 69.8% of the total variance. Of the studied items, the ‘‘Individualized follow up of each patient by the doctor’’, with an average of 6.66 ± 0.79 (95% CI: 6.53-6.79), was the best valued. Conclusions: The questionnaire (adapted SERVPERF) is reliable and valid for measuring perceived quality in primary care, and patients felt that the service offered is of good quality

[Health care quality perceived by the patients in an urban health centre in A Coruña]. / Calidad de atención en salud percibida por los pacientes en un centro de salud urbano de A Coruña.

OBJECTIVE: The aim of this study is to explore the reliability and validity of the adapted questionnaire SERVPERF in primary care and to obtain a measure of perceived quality from the patient point of view in an urban health centre. METHOD: A cross-sectional descriptive study. PARTICIPANTS: One in five of all the patients who visited the health centre during one week in March 2010 were systematically selected until completing the required sample size. MAIN MEASUREMENTS: Personal data were collected (age, sex, nationality, marital status, level of studies, working status and their own perception on their health status). To measure the perceived quality the adapted questionnaire SERVPERF was used, with 22 items measured using a Likert scale (1-7), to which was added three open questions. RESULTS: Out of a total of 132 patients, 67% of those who completed the questionnaire were women. All the interscale correlations were positive and significant. The overall statistical value for Cronbach́s-α was equal to 0.90 (95% CI: 0.87-0.93), and in all domains this value ranged from 0.71 to 0.90. The factor analysis identified 5 factors that explained 69.8% of the total variance. Of the studied items, the "Individualized follow up of each patient by the doctor", with an average of 6.66 ± 0.79 (95% CI: 6.53-6.79), was the best valued. CONCLUSIONS: The questionnaire (adapted SERVPERF) is reliable and valid for measuring perceived quality in primary care, and patients felt that the service offered is of good quality.