Pérez Cantó V, Maciá Soler M L, González Chordá V M
Departamento de Enfermería, Facultad de Ciencias de la Salud, Universidad de Alicante, Campus de San Vicente del Raspeig, Alicante, España.
Departamento de Enfermería, Facultad de Ciencias de la Salud, Universidad de Alicante, Campus de San Vicente del Raspeig, Alicante, España.
J Healthc Qual Res. 2018 Nov-Dec;33(6):334-342. doi: 10.1016/j.jhqr.2018.07.005. Epub 2018 Nov 28.
Public, private, and mixed care management models coexist in the Spanish National Health System, in addition to those private models with state-funded financial support since the General Health Law was enacted. In order to function well, health systems must include quality management systems, and they must use patient satisfaction evaluations as an outcome indicator.
The objective of this article was to compare the level of satisfaction of users with conventional hospitalisation in 2hospitals in Elche (Spain) with different management models.
An observational, descriptive-analytical, and cross-sectional study was carried out in hospital units with the same type of patients in 2health centres with a different management model: Vinalopó Hospital (government franchise) and IMED in Elche (a private institution with service arrangement). Users discharged during June 2017 were included. User satisfaction was measured with a model used to evaluate the perceived quality of hospital care (SERVQHOS questionnaire).
A total of 80% of Vinalopo users, and 75% of IMED users evaluated their care as better than expected. Almost all (97.1%) of users in Vinalopo, and 94.3% in IMED were satisfied or very satisfied with care received, and 97.1% of users in Vinalopo and 92.5% in IMED would not hesitate to recommend them. Global satisfaction and SERVQHOS questionnaire showed a narrow relationship with significance at a global level (R2=0.386; P=.055). However, the results of evaluations at each hospital were not significant (IMED: R2=0.639; P=.092; Vinalopó: R2=0.63; P=.282).
High satisfaction levels were found, with little differences between the 2hospitals, and higher rates in some areas compared to other studies. As quality indicators, there are factors such as time, flexibility in systems and in information, probably due to changes in needs and user expectations. There are only a few studies that compare satisfaction between different management models.
自《普通卫生法》颁布以来，除了那些有国家资金支持的私立模式外，西班牙国家卫生系统中公共、私立和混合医疗管理模式并存。为了良好运行，卫生系统必须包括质量管理体系，并且必须将患者满意度评估作为一项结果指标。
本文的目的是比较西班牙埃尔切两家采用不同管理模式的医院中用户对常规住院治疗的满意度水平。
在两家管理模式不同的医疗中心，对相同类型患者的医院科室进行了一项观察性、描述性分析和横断面研究：比纳洛普医院（政府特许经营）和埃尔切的IMED（一家有服务协议的私立机构）。纳入了2017年6月出院的用户。使用用于评估医院护理感知质量的模型（SERVQHOS问卷）来衡量用户满意度。
共有80%的比纳洛普用户和75%的IMED用户认为他们得到的护理比预期更好。比纳洛普几乎所有（97.1%）的用户和IMED的94.3%的用户对所接受的护理感到满意或非常满意，比纳洛普97.1%的用户和IMED 92.5%的用户会毫不犹豫地推荐这两家医院。总体满意度和SERVQHOS问卷在总体水平上显示出微弱的显著关系（R2 = 0.386；P = 0.055）。然而，每家医院的评估结果并不显著（IMED：R2 = 0.639；P = 0.092；比纳洛普：R2 = 0.63；P = 0.282）。
发现满意度较高，两家医院之间差异不大，与其他研究相比，某些领域的满意度更高。作为质量指标，存在时间、系统和信息灵活性等因素，这可能是由于需求和用户期望的变化。只有少数研究比较了不同管理模式之间的满意度。
