Factores que determinan la alta satisfacción del usuario con la asistencia hospitalaria / Factors associated with patient satisfaction with hospital care

Objetivo. Identificar la influencia sobre la alta satisfacciónde factores sociodemográficos, asistenciales y decomunicación.Material y Métodos. Estudio de corte transversal medianteencuesta telefónica a pacientes dados de alta duranteel mes de septiembre de 2006. Instrumento de medida:cuestionario SERQVHOS. Como medida de fuerza de asociaciónse ha utilizado la odds ratio (OR) y su intervalode confianza (IC) al 95%. Para el ajuste por factores deconfusión se ha utilizado el análisis de regresión logística.Resultados. La tasa de respuesta fue del 80,9%. Al evaluarla influencia de características sociodemográficas, se observaque los usuarios con nacionalidad no pertenecientea la Unión Europea mostraron mayor satisfacción que losespañoles (OR=3,01 IC 95%: 1,40-3,51), y los entrevistadoscon estudios primarios resultaron más satisfechos que losuniversitarios (OR=2,85 IC 95% [1,88-4,35]). En cuanto afactores asistenciales, en los pacientes con reingresos porla misma categoría diagnóstica mayor se observó una menorprevalencia de alta satisfacción, con una OR de 0,67 ysignificación limítrofe. Por último, respecto a la comunicación,los tres aspectos más asociados a la alta satisfacciónfueron la identificación correcta del personal (OR: 6,22 IC95% [3,52-10,97]), recibir información suficiente sobre elestado de salud (OR: 3,83 IC 95% [1,94-7,57]) y recibir informaciónsobre el lugar y horario de información médica(OR: 2,60 IC95% [1,60-4,22]).Conclusiones. La comunicación incide favorablementeen la percepción final de la asistencia lo que justificaque se continúe trabajando en su mejora en los centrossanitarios de nuestra comunidad(AU)

Objective. To identify the influence of sociodemographic,care and communication factors on patient satisfaction.Methods. Cross-sectional study by means of a telephonicsurvey of patients discharged during September,2006. Instrument for measuring satisfaction: SERQVHOSquestionnaire. Statistical analysis: we used odds ratio(OR) and its 95% confidence interval (CI); adjustmentfor confusion factors was performed using multiple logisticregression.Results. Response rate was 80.9%. On evaluating the influenceof sociodemographic characteristics, we observedthat patients whose nationality did not correspondto the European Union were more satisfied than Spanishpatients (OR=3.01; 95% CI: 1.40-3.51); subjects who hadonly completed primary studies were more satisfiedthan those with university studies (OR = 2.85, 95% CI:1.88-4.35). With respect to care factors, patients readmittedbecause of the same major diagnostic category hadlower satisfaction (OR=0.67, bordering statistical significance).Finally, with regard to communication factors,the three aspects most associated with patient satisfactionwere: correct health-care personnel identification(OR: 6.22 95% CI: 3.52-10.97), receiving enough informationabout his/her state of health (OR: 3.83 95% CI: 1.94-7.57), and being informed about the place and schedulefor medical information (OR: 2.60, 95% CI: 1.60-4.22).Conclusions. Communication favourably affects thefinal perception of care, which justifies the continuityof its improvement in the health centres of our region(AU)

[Factors associated with patient satisfaction with hospital care]. / Factores que determinan la alta satisfacción del usuario con la asistencia hospitalaria.

OBJECTIVE: To identify the influence of sociodemographic, care and communication factors on patient satisfaction. METHODS: Cross-sectional study by means of a telephonic survey of patients discharged during September, 2006. Instrument for measuring satisfaction: SERQVHOS questionnaire. STATISTICAL ANALYSIS: we used odds ratio (OR) and its 95% confidence interval (CI); adjustment for confusion factors was performed using multiple logistic regression. RESULTS: Response rate was 80.9%. On evaluating the influence of sociodemographic characteristics, we observed that patients whose nationality did not correspond to the European Union were more satisfied than Spanish patients (OR=3.01; 95% CI: 1.40-3.51); subjects who had only completed primary studies were more satisfied than those with university studies (OR = 2.85, 95% CI: 1.88-4.35). With respect to care factors, patients readmitted because of the same major diagnostic category had lower satisfaction (OR=0.67, bordering statistical significance). Finally, with regard to communication factors, the three aspects most associated with patient satisfaction were: correct health-care personnel identification (OR: 6.22 95% CI: 3.52-10.97), receiving enough information about his/her state of health (OR: 3.83 95% CI: 1.94-7.57), and being informed about the place and schedule for medical information (OR: 2.60, 95% CI: 1.60-4.22). CONCLUSIONS: Communication favourably affects the final perception of care, which justifies the continuity of its improvement in the health centres of our region.