[Methods to find users demands. Results 2004].
BACKGROUND
To create a new methodology that responds to our needs.


OBJECTIVE
To recognise what demands are justified and thus susceptible to improvement, to define and prioritise these areas of improvement, and to establish the action plans for developing these areas whilst bearing in mind existing resources. PROGRAMME: This consists of questionnaires, to find user satisfaction; the level of response other than "don't know"/no answer, which appraises subjective importance; complaints and claims, showing unattained expectations.


METHODS
By contrasting this information and using a prioritisation matrix, we obtain the list of demands.


METHODS
These will be developed in the processes by means of the action plans that put into practice the areas of improvement found.


RESULTS
Through the REDER system, there is annual evaluation of each process to which the action plans were introduced.


CONCLUSIONS
This methodology was developed because of the existence of a powerful system of quality management with an interest groups voice process (persons, patients, other interest groups), which demanded knowledge of user expectation.
González-Lombide
E
E
Gerencia de la Comarca Gipuzkoa Ekialde, Osakidetza, Comarca Gipuzkoa Ekialde, España. cgedir@apge.osakidetza.net
Retes-Saratxaga
A
A
Odriozola-Yarza
N
N
Lapuente-Heppe
I
I
D006301:Health Services Needs and Demand / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D013030:Spain