Alonso Siverio A, Sáez Lavilla C, Flordelís Marco F
Máster en Gestión Sanitaria, Instituto Aragonés de Ciencias de la Salud, Zaragoza, España.
Rev Calid Asist. 2012 Jan-Feb;27(1):19-29. doi: 10.1016/j.cali.2011.06.001. Epub 2011 Jul 28.
To identify the main areas of improvements in the care process of undelayable consultations in Primary Care Health Centre of Miralbueno (Zaragoza).
Cross-sectional study using a telephone questionnaire. LOCATION/SETTING: Urban Health Centre with a rural annexe.
A representative sample of 238 users was selected from the total undelayable consultations made (6884 visits) during 2009. The response rate was 35%, with 83 surveys finally being made.
Telephone surveys based on a valid questionnaire called SERVQUAL. The user responses were assessed by professional using improvement cards.
The user's survey gave mean satisfaction scores above 3.50 out of 5. The best rated items were: the treatment by medical staff, information received and the degree of problem solving. Improvement proposals made by professionals were related to telephone access, and the paediatric opening hours for continuous treatment and the waiting time to be seen.
The user survey detected a high level of overall satisfaction. But valued aspects were: the difficulty in telephone access, the lack of paediatric visits availability and the waiting times. The Health Centre professionals offered suggestions to improve the areas rated worst by users.
确定米拉布埃诺（萨拉戈萨）初级保健中心不可延迟会诊护理流程中的主要改进领域。
采用电话问卷调查的横断面研究。地点/环境：设有农村附属机构的城市健康中心。
从2009年进行的所有不可延迟会诊（6884次就诊）中选取了238名用户作为代表性样本。回复率为35%，最终完成了83份调查。
基于名为SERVQUAL的有效问卷进行电话调查。专业人员使用改进卡对用户的回答进行评估。
用户调查给出的平均满意度得分在5分制中高于3.50分。评分最高的项目是：医务人员的治疗、收到的信息以及问题解决程度。专业人员提出的改进建议涉及电话接入、儿科连续治疗的开放时间以及候诊时间。
用户调查发现总体满意度较高。但值得重视的方面是：电话接入困难、儿科就诊机会不足以及候诊时间。健康中心的专业人员提出了改进用户评价最差领域的建议。
