Shimabuku Roberto, Huicho Luis, Fernández Danitza, Nakachi Graciela, Maldonado Ruth, Barrientos Armando
Instituto Nacional de Salud del Niño, Lima, Perú.
Rev Peru Med Exp Salud Publica. 2012 Oct-Dec;29(4):483-9. doi: 10.1590/s1726-46342012000400010.
To determine the changes in the levels of dissatisfaction of the external users of the Instituto Nacional de Salud del Niño, in Lima, Peru.
Observational study based on a software to evaluate surveys completed by health care users (Software de Evaluación de Encuestas de Usuarios en Salud - SEEUS). The population consisted of every person accompanying external users to outpatient visits, inpatient visits or emergency treatment in the years 2008, 2009 and 2010. To calculate the sample size, last year's proportion of users dissatisfied with each service was used, with an estimated error of 5% at a 95% confidence level.
A sample of 2051 people was obtained, which revealed a decreasing trend in the levels of dissatisfaction with outpatient visits, and an increased dissatisfaction in the medical capabilities dimension for hospitalization and emergency services. In addition, a dissatisfaction index lower than 0.20 was registered in the medical capabilities dimension for outpatient visits. In contrast, the highest dissatisfaction indexes were registered in the hygiene dimension for 2009 (0.25) and 2010 (0.25), and in the others dimension for emergency services in 2009 (0.25).
The dimensions showing an increase in the dissatisfaction index were tangible aspects, hygiene and others for hospitalization and emergency services. On the other hand, the medical capabilities dimension for outpatient visits showed a decrease in the level of dissatisfaction over the evaluated period.
确定秘鲁利马国家儿童健康研究所外部用户的不满水平变化。
基于一款用于评估医疗保健用户完成的调查问卷的软件（医疗用户调查问卷评估软件 - SEEUS）进行观察性研究。研究人群包括2008年、2009年和2010年陪同外部用户进行门诊、住院或急诊治疗的每个人。为计算样本量，使用了上一年对每项服务不满意用户的比例，在95%置信水平下估计误差为5%。
获得了2051人的样本，结果显示门诊就诊的不满水平呈下降趋势，而住院和急诊服务在医疗能力维度的不满有所增加。此外，门诊医疗能力维度的不满指数低于0.20。相比之下，2009年（0.25）和2010年（0.25）卫生维度以及2009年急诊服务其他维度的不满指数最高（0.25）。
不满指数上升的维度是住院和急诊服务的有形方面、卫生和其他方面。另一方面，在评估期间，门诊医疗能力维度的不满水平有所下降。
