Quality perception in the outpatient area of an Urology department. Can we improve it?

OBJECTIVES: To test patient's satisfaction after consultation in the outpatient area of the Urology Department in a public hospital using a structured interview. METHODS: We used the Comunidad Autónoma de Madrid (CAM) standard interview form modified to include three questions related to the implementation of a 'one-visit'policy and nurses' empowerment. Patients' opinions were gathered with respect to waiting times in the waiting room, facilities, and staff kindness and professionalism. Sample size was estimated in 386 patients. The effect of every predictive factor on the overall satisfaction was tested using the chi square test. To define the effect of every variable in presence of the rest of covariates a logistic regression model was used. RESULTS: Participation reached 65.5%. Overall, 86.4% of the patients were satisfied. Irrespectively of the professional and personal style, the quality perception was homogeneous (p=ns). Multivariate analysis couldn't disclose any independent predictive variable. Only the perception in the item 'overall time available for the consultation' approached statistical significance (p=0.08), with patients scoring high in this variable getting the highest overall satisfaction scores. CONCLUSIONS: There was no personal or professional style particularly related with patient satisfaction. Nevertheless, there is a slight trend towards a higher satisfaction when patients feel enough time has been spent in their consultation. The new organizational resources (one-visit clinic and nurses' empowerment) are both welcome but are not clearly related to patient satisfaction.

Calidad percibida en el area de consultas de un servicio de urologia / Quality perception in the outpatient area of an Urology department. Can we improve it?

OBJETIVO: Establecer el grado de satisfacción de los pacientes tras su visita al área de consultas de un servicio de urología de un hospital público nacional. MÉTODOS: Se utilizó el modelo de encuesta autoaplicado de la Comunidad Autónoma de Madrid (CAM) modificado para recoger tres preguntas relacionadas con la implantación de un modelo de visita única, y con la participación directa de la enfermería en el proceso de producción. Se recogieron las opiniones de los pacientes en relación al tiempo de espera, instalaciones, amabilidad y profesionalidad de los profesionales, y tiempo dedicado a la entrevista. Para el análisis del efecto de cada uno de los factores predictivos sobre el grado de satisfacción, se empleó el test de la chi cuadrado. Para valorar el efecto de las variables predictivas en presencia del resto de covariables se utilizó un modelo de regresión logística. RESULTADOS: La participación fue del 65,5%. Globalmente, el 86,4% de los pacientes manifestaron encontrarse satisfechos con la atención recibida. Con independencia de los estilos profesionales de médicos y enfermeras, la percepción de la calidad fue homogénea (p=ns). En el análisis multivariante no fue posible identificar ninguna variable predictiva independiente. Sólo el tiempo dedicado a la entrevista con el paciente se aproximó a la significación estadística (p=0,08), de modo que, a mayor percepción en esta categoría, mayor probabilidad de satisfacción global. CONCLUSIONES: Ningún estilo profesional (sensación de profesionalidad) ni personal (sensación de amabilidad) se asocia a un mayor grado de satisfacción. Sin embargo, parece existir una tendencia hacia una mayor satisfacción cuando el paciente percibe que se le ha dedicado suficiente tiempo. Las nuevas formas de atención (visita única e implicación de la enfermería) son bienvenidas por los usuarios de un servicio de urología, pero no determinan mayor satisfacción entre los usuarios(AU)

OBJECTIVES: To test patient`s satisfaction after consultation in the outpatient area of the Urology Department in a public hospital using a structured interview. METHODS: We used the Comunidad Autónoma de Madrid (CAM) standard interview form modified to include three questions related to the implementation of ‘one-visit’ policy and nurses’ empowerment. Patients’ opinions were gathered with respect to waiting times in the waiting room, facilities, and staff kindness and professionalism. Sample size was estimated in 386 patients. The effect of every predictive factor on the overall satisfaction was tested using the chi square test. To define the effect of every variable in presence of the rest of covariates a logistic regression model was used. RESULTS: Participation reached 65.5%. Overall, 86.4% of the patients were satisfied. Irrespectively of the professional and personal style, the quality perception was homogeneous (p=ns). Multivariate analysis couldn’t disclose any independent predictive variable. Only the perception in the item ‘overall time available for the consultation’ approached statistical significance (p=0.08), with patients scoring high in this variable getting the highest overall satisfaction scores. CONCLUSIONS: There was no personal or professional style particularly related with patient satisfaction. Nevertheless, there is a slight trend towards a higher satisfaction when patients feel enough time has been spent in their consultation. The new organizational resources (one-visit clinic and nurses’ empowerment) are both welcome but are not clearly related to patient satisfaction(AU)