[User satisfaction in primary care: the results of a home survey].

OBJECTIVE

To discover the general and specific levels of satisfaction of our Primary Care centre (PCC) users, such as their satisfaction with the new Primary Care structures; to determine the relationship between satisfaction and sociodemographic factors; and to study the possible influence of certain user attitudes on satisfaction.

DESIGN

Descriptive crossover study by means of a door-to-door survey.

SETTING

A basic care unit of the Primary Care team of Number 3 health zone of area 19, Alcoy.

PATIENTS AND OTHER PARTICIPANTS

The survey had a sample of 312 users, obtained by means of systematic sampling on the basis of our PCC's records.

MEASUREMENTS AND MAIN RESULTS

Satisfaction was scored on a scale from 1 (very satisfied) to 5 (not at all satisfied). Average general satisfaction was 2.08 +/- 0.8 (quite satisfied), which in general depended on the length of time waiting to be seen. Average waiting time was 30 minutes (+/- 25 min 55 s) and the number of calls to obtain an appointment was 5.4 (+/- 4.6). Specific satisfaction with different professionals was around 2 (quite satisfied), a score which became more favorable in the case of doctors, but without statistically significant differences from the rest of the professionals. Socio-demographic factors did not show any influence on satisfaction.

CONCLUSIONS

The user is in general "quite satisfied" with the attendance received at the PCC, despite the average waiting times and numbers of prior calls needed to make an appointment, which are among the highest published. This should make us aware of users' health access difficulties and should therefore forestall any over-optimism in the evaluation of a result which was generally positive as to user satisfaction. All in all, abundant information was obtained, which will assist in correcting the more negative features of the running of our PCC.