Revista Cubana de Salud Pública
Print version ISSN 0864-3466
COLUNGA RODRIGUEZ, Cecilia; LOPEZ MONTOYA, Marco Antonio; AGUAYO ALCARAZ, Guadalupe and CANALES MUNOZ, José Luís. Quality of care and level of satisfaction of user with previous appointment in family medicine practice in Guadalajara. Rev. cub. salud pública [online]. 2007, vol.33, n.3. ISSN 0864-3466. http://dx.doi.org/10.1590/S0864-34662007000300012.
OBJECTIVE: to Evaluate the quality of assistance and level of satisfaction of the user with previous appointment in family medicine centers. METHODS: a cross-sectional analytical design was applied to a probabilistic sample of 983 users; two validated questionnaires were used to track quality of service and level of satisfaction of users; sociodemographic variables and previous appointments were recorded. Fisher´s F and Chi-square tests were performed. RESULTS: the probablistic sample was characterized by having 67 % of females, age 40.83 ± 21,6 years; 40 % workers, 67 % married, waiting time 55.46 ± 74.03 min, 56 % had previous appointment. The quality of assistance was high in six out of seven dimensions; waiting time had 36 % of quality in two of the three centers. The level of satisfaction of the users in dimension family physician ³ 79 % (not significant), and in family medicine centers, the qualification was ³ 59 % (p= 0,00). Other services rated 53 %. Previous appointment was associated to satisfaction in all the dimensions (p= 0,00). CONCLUSIONS: the quality of assistance was high except for waiting time. The level of satisfaction of users was related to previous appointment.
Keywords : Quality of care; satisfaction of user; previous appointment; first level.