title: [Patients and quality of primary health care services. Survey of practitioners at the Bahía de Cádiz and La Janda health centers].
abstract: OBJECTIVE
  To report the opinions of practitioners at health centers on dimensions of quality that affect user satisfaction.
  
  
  METHODS
  Cross-sectional study of focus groups (FG).
  
  
  METHODS
  Bahía de Cádiz and La Janda health centers in southwestern Spain.
  
  
  METHODS
  We studied 4 FG whose participants were staff members of the two health centers: FG1, physicians; FG2, user satisfaction service staff; FG3, social workers; FG4, nurses. The groups were based on the different functions of staff at the two centers.
  
  
  METHODS
  The analysis was based on variables in the SERCAL model (an adaptation of the SERVQUAL model for the Spanish health care system) of opinions regarding service quality: access, comfort (tangibles), personalized service (courtesy), competence, and loyalty. The data were analyzed with version N-Vivo of the NUDIST program.
  
  
  RESULTS
  All dimensions of the theoretical model were identified by practitioners as constructs of users' perceptions of service quality. Users' and practitioners' views contrasted with and complemented each other to generate a model that could be validated. Access, personalized service and problem-solving (responsiveness) were key variables.
  
  
  CONCLUSIONS
  Practitioners' opinions provided information of use in improving the quality model. Differences in opinion between users and practitioners merit further study based on an understanding of these groups' values and interests, and on the care provision context. Practitioners identified access, personalized service and problem-solving as features that influenced users' opinions of the quality of the health center.
authors.affiliation: Escuela Andaluza de Salud Pública, Granada, España. mhernan@easp.es
authors.forename: M
authors.initials: M
authors.lastname: Hernán García
authors.forename: J L
authors.initials: JL
authors.lastname: Gutiérrez Cuadra
authors.forename: C
authors.initials: C
authors.lastname: Lineros González
authors.forename: C
authors.initials: C
authors.lastname: Ruiz Barbosa
authors.forename: A
authors.initials: A
authors.lastname: Rabadán Asensio
mesh_terms: D001291:Attitude of Health Personnel; D003151:Community Health Centers / Q000592:standards; D003430:Cross-Sectional Studies; D006801:Humans; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000592:standards*; D011787:Quality of Health Care / Q000592:standards*; D013030:Spain