Ortolá P, Blanquer J J, Rodríguez J J, Rodrigo O, Villagrasa F, Climent J A
CAP La Bassa, Alcoy, Alicante.
Aten Primaria. 1993 Nov 30;12(9):578-9, 581-2, 584-5 passim.
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.
Descriptive crossover study by means of a door-to-door survey.
A basic care unit of the Primary Care team of Number 3 health zone of area 19, Alcoy.
The survey had a sample of 312 users, obtained by means of systematic sampling on the basis of our PCC's records.
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.
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.
了解我们基层医疗中心（PCC）用户的总体和具体满意度水平，例如他们对新基层医疗结构的满意度；确定满意度与社会人口学因素之间的关系；研究某些用户态度对满意度的可能影响。
通过挨家挨户调查进行的描述性交叉研究。
阿尔科伊19区第3卫生区基层医疗团队的一个基本护理单元。
通过基于我们PCC记录的系统抽样获得了312名用户的样本。
满意度评分从1（非常满意）到5（完全不满意）。总体平均满意度为2.08±0.8（相当满意），总体上取决于等待就诊的时间长度。平均等待时间为30分钟（±25分55秒），预约所需的通话次数为5.4次（±4.6次）。对不同专业人员的具体满意度约为2（相当满意），医生的评分更有利，但与其他专业人员相比无统计学显著差异。社会人口学因素对满意度没有显示出任何影响。
尽管平均等待时间和预约前所需的通话次数在已公布的数据中处于较高水平，但用户总体上对在PCC接受的服务“相当满意”。这应该使我们意识到用户获得医疗服务的困难，因此应避免对总体上对用户满意度呈积极评价的结果过度乐观。总而言之，我们获得了丰富的信息，这将有助于纠正我们PCC运营中较为负面的特征。
