La satisfacción del paciente como componente de la calidad en las unidades de diálisis

Abstract

Introduction The quality of any service involving objective factors such as the characteristics of the materials and facilities used, and subjective elements such as user satisfaction about the service, understood as obtaining a satisfactory response to the expectations that had been raised. The patient-health system relationship has evolved to place the patient at the heart of the system, and their satisfaction has become an important component of quality, considering itself an outcome; and determine satisfaction rates periodically, it is consolidating as an essential tool to assess the evolution of the quality of service. Objectives General: ■ Know the overall satisfaction of patients in the nephrology unit. Secondary: ■ Determine any differences in satisfaction between different units within the clinical management unit (CMU). ■ Identify areas for improvement in the care of our patients. Patients / Method Cross-sectional, observational study of all patients seen in the three dialysis units in our CMU. We used to collect data a self-administered questionnaire, SERVQHOS, which was distributed to patients by nurses not employees of the units where these patients were dialyzing. They explained the objectives of the study, requested verbal consent for participation, and asked that once completed, this must be deposited anonymously in a letterbox placed in each unit. Results The sample was of 89 patients, with a mean age of 65.1 ± 14.9 years (22-93), of which 30% were women and 70% men. 29 patients (32%) were dialyzed in the Hospital Unit (HU), 45 (49%) at a non-Hospital Unit and 17 (19%) were on peritoneal dialysis (PD). When comparing the sociodemographic variables per centers were observed only slight differences in educational level and employment status of patients. Overall assessment of the questionnaires: - 98.8% of patients were satisfied or very satisfied with the service. - 97.7% say they would recommend the service without hesitation. Best rated aspects: -Transmitting -Security personnel. -Friendliness. -Interest In Patients. -Personalized. Worst rated aspects: -Punctuality of medical consultations. - State of facilities. - Time waiting to be seen by a doctor. Regarding the open question of the questionnaire, 22 patients have suggested some area of improvement. When comparing the results between the three centers of the UGC, it emphasizes that PD patients are those that show the greatest degree of satisfaction, being a slight difference between patients in the two units of HD, showing more satisfied whose at the HU than those at the non-HU. Conclusions With this study we have found that patients receiving dialysis treatment in our CMU, they are recognized very satisfied with the service, with slight differences depending on the unit where they receive treatment, and has also allowed us to know improvable aspects that are addressing to increase patient satisfaction and therefore the quality of care.