Metodología para conocer las demandas de los usuarios. Resultados 2004

Abstract

Introduction. To create a new methodology that responds to our needs. Objectives. To recognise what demands are justified and thus susceptible to improvement, to define and prioritise these areas of improvement, and to establish the action plans for developing these areas whilst bearing in mind existing resources. Programme. This consists of questionnaires, to find user satisfaction; the level of response other than "don't know"/no answer, which appraises subjective importance; complaints and claims, showing unattained expectations. Activities. By contrasting this information and using a prioritisation matrix, we obtain the list of demands. Interventions. These will be developed in the processes by means of the action plans that put into practice the areas of improvement found. Evaluation. Through the REDER system, there is annual evaluation of each process to which the action plans were introduced. Discussion. This methodology was developed because of the existence of a powerful system of quality management with an interest groups voice process (persons, patients, other interest groups), which demanded knowledge of user expectation.