Pascual López L, Uris Selles J, Domènech A, Sanmartín Sanmartín D, Sanz Sanz J, Campos Malo C
Centro de Salud de Manises, Valencia.
Aten Primaria. 1995 Apr 30;15(7):421-5.
To analyze consumer's opinions as a method of incorporating them in the programmes whose aim is to improve the Quality of Primary Health Care. To compare the problems the consumers found with those detected by professionals through the nominal group technique.
Transversal descriptive.
Primary Health Care Center. Manises Health Centre.
Analyze the ideas included in the suggestions box during the 14 months since the programme was set up were analyzed.
The 89 problems found by the consumers as well as the professionals are the following: accessibility, 37%; structure, 36%; organization, 13%; personal relationship, 6%; professional knowledge, 3%; information, 2%, and continuity, 2%. The most frequent problems were: difficulties in connecting with Health Center by telephone, loss of medical records in the visits, lack of continuous assistance by the same doctor, absence of a public telephone.
The possibility to give ideas about how to improve the quality of the Health Center by using a suggestion box is used more often than the possibility of making a formal complaint. The ideas fundamentally refer to structural problems, organizational ones and accessibility. The nominal group technique is the best method for professionals to detected quality problems.
分析消费者意见，将其作为一种方法纳入旨在提高初级卫生保健质量的项目中。比较消费者发现的问题与专业人员通过名义小组技术检测到的问题。
横向描述性研究。
初级卫生保健中心。马尼塞斯健康中心。
对项目设立后14个月期间意见箱中包含的想法进行了分析。
消费者和专业人员发现的89个问题如下：可达性，37%；结构，36%；组织，13%；人际关系，6%；专业知识，3%；信息，2%，连续性，2%。最常见的问题有：通过电话联系健康中心困难、就诊时病历丢失、缺乏同一位医生的持续帮助、没有公用电话。
通过意见箱提出改善健康中心质量建议的可能性比正式投诉的可能性更常被使用。这些意见主要涉及结构问题、组织问题和可达性。名义小组技术是专业人员检测质量问题的最佳方法。
