Atención a la demanda indemorable en atención primaria. Descripción y detección de posibles áreas de mejora / Undelayable visits in primary care. Description and identification of possible areas for improvement

Objetivo. Identificar las principales áreas de mejora en el proceso de Atención a la Demanda Indemorable en Atención Primaria en el Centro de Salud de Miralbueno. Diseño. Estudio transversal. Emplazamiento. Centro de Salud urbano con un anexo rural. Participantes. Del total de consultas atendidas durante 2009 por Demanda Indemorable (6.884 consultas), se seleccionó una muestra representativa de 236 usuarios. El índice de respuesta fue del 35%, realizando finalmente 83 encuestas. Mediciones principales. Encuesta telefónica, basada en el cuestionario validado SERVQUAL. Las respuestas de los usuarios fueron valoradas por los profesionales mediante fichas de mejora. Resultados. La encuesta a los usuarios ha detectado valores medios de satisfacción por encima de 3,50 sobre 5. Los ítems mejor valorados fueron: el trato recibido por el personal médico, la información recibida y el grado de resolución de problemas. Las propuestas de mejora aportadas por los profesionales estaban relacionadas con el acceso telefónico, horarios de pediatría y funcionamiento del circuito de Atención a la Demanda Indemorable. Conclusiones. La encuesta a los usuarios ha detectado un nivel alto de satisfacción global. Los aspectos peor valorados han sido: la dificultad de acceso telefónico, la falta de pediatra en horario de atención continuada y el tiempo de espera hasta ser atendidos. Por parte de los profesionales del Centro de Salud, han surgido posibles propuestas de mejora para los aspectos peor valorados por los usuarios(AU)

Objective. To identify the main areas of improvements in the care process of undelayable consultations in Primary Care Health Centre of Miralbueno (Zaragoza). Design. Cross-sectional study using a telephone questionnaire. Location/setting. Urban Health Centre with a rural annexe. Participants. A representative sample of 238 users was selected from the total undelayable consultations made (6884 visits) during 2009. The response rate was 35%, with 83 surveys finally being made. Measurements. Telephone surveys based on a valid questionnaire called SERVQUAL. The user responses were assessed by professional using improvement cards. Results. The user's survey gave mean satisfaction scores above 3.50 out of 5. The best rated items were: the treatment by medical staff, information received and the degree of problem solving. Improvement proposals made by professionals were related to telephone access, and the paediatric opening hours for continuous treatment and the waiting time to be seen. Conclusions. The user survey detected a high level of overall satisfaction. But valued aspects were: the difficulty in telephone access, the lack of paediatric visits availability and the waiting times. The Health Centre professionals offered suggestions to improve the areas rated worst by users(AU)

[Undelayable visits in primary care. Description and identification of possible areas for improvement]. / Atención a la demanda indemorable en atención primaria. Descripción y detección de posibles áreas de mejora.

OBJECTIVE: To identify the main areas of improvements in the care process of undelayable consultations in Primary Care Health Centre of Miralbueno (Zaragoza). DESIGN: Cross-sectional study using a telephone questionnaire. LOCATION/SETTING: Urban Health Centre with a rural annexe. PARTICIPANTS: A representative sample of 238 users was selected from the total undelayable consultations made (6884 visits) during 2009. The response rate was 35%, with 83 surveys finally being made. MEASUREMENTS: Telephone surveys based on a valid questionnaire called SERVQUAL. The user responses were assessed by professional using improvement cards. RESULTS: The user's survey gave mean satisfaction scores above 3.50 out of 5. The best rated items were: the treatment by medical staff, information received and the degree of problem solving. Improvement proposals made by professionals were related to telephone access, and the paediatric opening hours for continuous treatment and the waiting time to be seen. CONCLUSIONS: The user survey detected a high level of overall satisfaction. But valued aspects were: the difficulty in telephone access, the lack of paediatric visits availability and the waiting times. The Health Centre professionals offered suggestions to improve the areas rated worst by users.