[Perceived quality in hospitals of the Andalusia Healthcare System. The case of neurosurgery departments]. / Calidad percibida en hospitales del Servicio Sanitario Andaluz. El caso de los servicios de neurocirugía.

OBJECTIVE: To analyse the characteristics of the perceived quality in hospitals of the Andalusia healthcare system and compare this with that in Andalusian Neurosurgery departments. MATERIAL AND METHODS: Randomised surveys, adjusted for working age, were performed in Andalusia using a telephone questionnaire based on the SERVQUAL model with the appropriate modification, with the subsequent selection of a subgroup associated with neurosurgery. Perceived quality was classified as; technical, functional and infrastructure quality. RESULTS: The overall satisfaction was 76.3%. Frequency analysis found that variables related to the technical quality (good doctors, successful operations, trained staff, etc.) obtained more favourable outcomes. Those related to time (wait, consulting, organizing schedules) obtained worse outcomes. The care of families variables obtained poor results. There was no difference between the overall Andalusian healthcare system and neurosurgery departments. In the mean analysis, women and older people gave more favourable responses, especially for variables related to infrastructure quality. In the "cluster" analysis, there were more favourable responses by elderly people, with no differences in gender (P<.009). CONCLUSIONS: There is no difference in perceived quality between the Andalusian healthcare system overall and neurosurgery departments. The perceived quality of the Andalusian healthcare system is higher in the elderly people. The analysis of perceived quality is useful for promoting projects to improve clinical management.

Calidad percibida en hospitales del Servicio Sanitario Andaluz. El caso de los servicios de neurocirugía / Perceived quality in hospitals of the Andalusia Healthcare System. The case of neurosurgery departments

Objetivo: Analizar las características de la calidad percibida de los usuarios del sistema público hospitalario de salud de Andalucía y compararla con las de los usuarios de los servicios de neurocirugía andaluces. Material y métodos: Encuestas aleatorizadas ajustadas por población activa en la comunidad andaluza mediante cuestionario telefónico basado en modelo SERVQUAL con modificación propia, y selección posterior de subgrupo relacionado con los servicios de neurocirugía. Se dividió la calidad percibida en calidad técnica, funcional y de infraestructuras. Resultados: La satisfacción general fue del 76,3%. Del análisis de frecuencias se observó que las variables relacionadas con la calidad técnica (buenos médicos, éxito en operaciones, personal preparado, etc.) obtuvieron resultados más favorables. Aquellas relacionadas con el tiempo (espera, en consulta, organización de horarios) obtuvieron resultados más desfavorables. Las variables de atención a familiares obtuvieron resultados desfavorables. No existieron diferencias entre el global de la sanidad andaluza y los servicios de neurocirugía. En el análisis de medias las mujeres y las personas de mayor edad presentaron respuestas más favorables, sobre todo para variables relacionadas con la calidad de infraestructuras. En el análisis de cluster se observó tendencia a respuestas más favorables conforme la edad era mayor sin predominio de género (p < 0,009). Conclusiones: No hay diferencias en la calidad percibida entre los servicios de neurocirugía y el resto de la sanidad. La calidad percibida en la sanidad andaluza es mayor conforme la edad del usuario es mayor. El análisis de calidad percibida es útil para plantear proyectos de mejora de la gestión clínica (AU)

Objective: To analyse the characteristics of the perceived quality in hospitals of the Andalusia healthcare system and compare this with that in Andalusian Neurosurgery departments. Material and methods:Randomised surveys, adjusted for working age, were performed in Andalusia using a telephone questionnaire based on the SERVQUAL model with the appropriate modification, with the subsequent selection of a subgroup associated with neurosurgery. Perceived quality was classified as; technical, functional and infrastructure quality. Results: The overall satisfaction was 76.3%. Frequency analysis found that variables related to the technical quality (good doctors, successful operations, trained staff, etc.) obtained more favourable outcomes. Those related to time (wait, consulting, organizing schedules) obtained worse outcomes. The care of families variables obtained poor results. There was no difference between the overall Andalusian healthcare system and neurosurgery departments. In the mean analysis, women and older people gave more favourable responses, especially for variables related to infrastructure quality. In the "cluster" analysis, there were more favourable responses by elderly people, with no differences in gender (P < .009). Conclusions: There is no difference in perceived quality between the Andalusian healthcare system overall and neurosurgery departments. The perceived quality of the Andalusian healthcare system is higher in the elderly people. The analysis of perceived quality is useful for promoting projects to improve clinical management (AU)