[Complaints and suggestion slips as a method of integrating users' viewpoints into primary health care. A comparison with professionals' perspective].
OBJECTIVE
To analyze consumer's opinions as a method of incorporating them in the programmes whose aim is to improve the Quality of Primary Health Care. To compare the problems the consumers found with those detected by professionals through the nominal group technique.


METHODS
Transversal descriptive.


METHODS
Primary Health Care Center. Manises Health Centre.


RESULTS
Analyze the ideas included in the suggestions box during the 14 months since the programme was set up were analyzed.


RESULTS
The 89 problems found by the consumers as well as the professionals are the following: accessibility, 37%; structure, 36%; organization, 13%; personal relationship, 6%; professional knowledge, 3%; information, 2%, and continuity, 2%. The most frequent problems were: difficulties in connecting with Health Center by telephone, loss of medical records in the visits, lack of continuous assistance by the same doctor, absence of a public telephone.


CONCLUSIONS
The possibility to give ideas about how to improve the quality of the Health Center by using a suggestion box is used more often than the possibility of making a formal complaint. The ideas fundamentally refer to structural problems, organizational ones and accessibility. The nominal group technique is the best method for professionals to detected quality problems.
Pascual López
L
L
Centro de Salud de Manises, Valencia.
Uris Selles
J
J
Domènech
A
A
Sanmartín Sanmartín
D
D
Sanz Sanz
J
J
Campos Malo
C
C
D001291:Attitude of Health Personnel; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000592:standards*; D011787:Quality of Health Care; D013030:Spain
Las reclamaciones y las hojas de sugerencias como método de incorporación de la opinión del usuario en atención primaria. Comparación con la perspectiva de los profesionales.