[The quality perceived by the consumers of the outpatient consultation services of a university hospital].
With the objective to know the perceived quality of the assistance by the customers of the outpatient facilities in a teaching hospital, the information gathered in 1,970 self-administered, volunteer, anonymous questionnaires was analyzed, being obtained from the 4,756 consultations done in the outpatients department during a one week period. Different aspects of the physician's visit are discussed, together with the attention received from the paramedic personnel and other viewpoints pertaining to the organization and conditions of the waiting area. There is a high level of satisfaction among the users of the outpatients department, more pronounced in the "medical" area, in relation with the physician's consultation as well as with the attention from paramedics or in the adherence to appointments. The results suggest that in those physicians' offices where the relationship of the patient with the unit is less frequent, users show more criticism in comparison with those offices where almost all patients consult because of chronic ailments. We underline the importance of this type of perceived quality studies within the quality control policies, as a complement of the analysis of technical quality.
Servicio de Usuarios, Hospital Clínico y Provincial de Barcelona.
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Conesa
J M
JM
Bayas
M A
MA
Asenjo
M L
ML
Baré
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P
Manasanch
R
R
Lledó
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Prat
L l
Ll
Salleras
D000293:Adolescent; D000328:Adult; D000368:Aged; D003258:Consumer Behavior / Q000706:statistics & numerical data; D005260:Female; D006746:Hospital Bed Capacity, 500 and over; D006785:Hospitals, University / Q000706:statistics & numerical data*; D006801:Humans; D008297:Male; D008875:Middle Aged; D010044:Outpatient Clinics, Hospital / Q000706:statistics & numerical data*; D011787:Quality of Health Care / Q000706:statistics & numerical data; D012017:Referral and Consultation / Q000706:statistics & numerical data*; D013030:Spain; D011795:Surveys and Questionnaires
Calidad percibida por los usuarios de consultas externas de un hospital universitario.