Factors of dissatisfaction upon discharge from a Medical Clinic service of Paraguay
DOI:
https://doi.org/10.18004/anales/2019.052.03.37-046Keywords:
Patient satisfaction, Hospital care, Surveys and questionnaires, ParaguayAbstract
Introduction: the factors that influence patient dissatisfaction are diverse and vary with each country and type of hospital. Objectives: to find the frequency and factors associated with dissatisfaction in the care referred by the patients. Materials and methods: a quantitative investigation was carried out with the SERVQUAL questionnaire applied to the discharge of adult patients from the Medical Clinic Service of the National Hospital during the years 2018 and 2019. With the questionnaire we collected demographic, clinical variables and responses to 22 questions that evaluated five dimensions related to satisfaction with the service. All the subjects surveyed signed the informed consent. Results: 224 patients were surveyed, 48% being male and 52% female. The average age was 44 ± 17 years. The frequency of dissatisfaction with the care received was 59%. The dimension of the SERVQUAL questionnaire with the worst score was tangibility. The risk factors statistically associated with dissatisfaction were male sex, rural origin, single marital status and the presence of comorbidities. Conclusions: the frequency of dissatisfaction was 59%. The profile of the dissatisfied patient is a male, of rural origin, single and with comorbidities.
References
1. Fatima I, Humayun A, Anwar MI, Iftikhar A, Aslam M, Shafiq M. How do patients perceive and expect quality of surgery, diagnostics, and emergency services in tertiary care hospitals? An evidence of gap analysis from Pakistan. Oman Med J. 2017;32(4):297–305.
2. da Cruz WB, Melleiro MM. Assessment levels of the user’s satisfaction in a private hospital. Rev Esc Enferm USP. 2010;44(1):147–53.
3. Wong EL, Leung MC, Cheung AW, Yam CH, Yeoh EK GS. A population-based survey using PPE-15: relationship of care aspect to patient satisfaction in Hong Kong. Int J Qual Heal Care. 2011;23(4):390–6.
4. Cabello E, Chirinos JL. Validación y aplicabilidad de encuestas SERVQUAL modificadas para medir la satisfacción de usuarios externos en servicios de salud. Rev Medica Hered. 2012;23(2):88–95.
5. Woldeyohanes TR, Woldehaimanot TE, Kerie MW, Mengistie M, Yesuf E. Perceived patient satisfaction with in-patient services at Jimma University Specialized Hospital, Southwest Ethiopia. BMC Res Notes. 2015;8(285):1–8.
6. Shirley E, Josephson G, Sanders J. Fundamentals of Patient Satisfaction Measurement. Physician Leadersh J. 2016;3(1):12–7.
7. Ogunnowo BE, Olufunlayo TF, Sule SS. Client perception of service quality at the outpatient clinics of a general hospital in Lagos, Nigeria. Pan Afr Med J. 2015;22(68):1–8.
8. Schoenfelder T, Klewer J, Kugler J. Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care. Oxford Academic. Int J Qual Heal Care. 2011;23(5):503–9.
9. Barghouthi ED, Imam A. Patient Satisfaction: Comparative Study between Joint Commission International Accredited and Non-accredited Palestinian Hospitals. Heal Sci J. 2018;12(1):1–8.
10. Hussain M, Khan MS, Wasim A, Sabih S, Saleem S, Mushtaq A. Inpatient satisfaction at tertiary care public hospitals of a metropolitan city of Pakistan. J Pak Med Assoc. 2014;64(12):1392–7.
11.García-Aparicio J, Herrero-Herrero J, Corral-Gudino L, Jorge-Sánchez R. Calidad percibida por los usuarios de un servicio de Medicina Interna tras 5 años de aplicación de una encuesta de satisfacción. Rev Calid Asist. 2010;25(2):97–105.
12. Sihuin-Tapia E, Gómez-Quispe O, Ibáñez-Quispe V. Satisfacción de usuarios hospitalizados en un hospital de Apurímac, Perú. Rev Perú Med Salud Pública. 2015;32(2):299–302.
13. Tokunaga J, Imanaka Y. Influence of length of stay on patient satisfaction with hospital care in Japan. Int J Qual Heal Care. 2002;14(6):493–502.
14. Hannan-Jones M, Capra S. Impact of type, size and shape of plates on hospital patients’ perceptions of the quality of meals and satisfaction with foodservices. Appetite. 2017;120:523–6.
15. Rubio-Martín E, Rojo-Martínez G, Caracuel Á, Soriguer F, Olivas L, Libébana M, et al. Satisfacción con el menú hospitalario e incorporación del queso de cabra como postre en comparación con el queso de vaca. Nutr Hosp. 2015;32(4):1766–72.
16. Mira JJ, Lorenzo S, Navarro IM, Guilabert M, Pérez-Jover V. La reputación de los hospitales españoles. Bases para el desarrollo de un índice de reputación de los hospitales. An Sist Sanit Navar. 2015;38(2):247–54.
17. Hernández Rosales MJ. El humanismo y la relación médico-paciente. Rev Cuba Med Mil. 2013;42(3):255–7.
18. Mezzich JE, Perales A. Atención clínica centrada en la persona: principios y estrategias. Rev Peru Med Exp Salud Publica. 2016;33(4):794–800.
19. Perales A, Mendoza J, Armas R, Cluzet O. Perspectivas latinoamericanas sobre medicina centrada en la persona. Rev Peru Med Exp Salud Publica. 2016;33(4):801–10.
20. Taheri L, Kargar Jahromi M, Hojat M. Comparison Patients and Staffs Satisfaction in General Versus Special Wards of Hospitals of Jahrom. Glob J Health Sci. 2015;7(6):95–100.
21. Bravo P, Contreras A, Perestelo-Pérez L, Pérez-Ramos J MG. En busca de una salud más participativa: compartiendo decisiones de salud. Rev Peru Med Exp Salud Publica. 2013;30(4):691–7.
22. Shafiq M, Naeem MA, Munawar Z, Fatima I. Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan. INQUIRY. 2017;54:4695801771466.
23. Landman Navarro C, Cruz Osorio MJ, García García E, Pérez Meza P, Sandoval Barrera P, Serey Burgos K, et al. Satisfacción usuaria respecto a competencia de comunicación del profesional de enfermería. Cienc Enferm. 2015;21(1):91–102.
24. Pérez-Romero S, Gascón-Cánovas JJ, Salmerón-Martínez D, Parra-Hidalgo P, Monteagudo-Piqueras O. Características sociodemográficas y variabilidad geográfica relacionada con la satisfacción del paciente en Atención Primaria. Rev Calid Asist. 2016;31(5):300–8.
25. Arrazola-Vacas M, De Hevia-Payá J, Rodríguez-Esteban L. ¿Qué factores ayudan a explicar la satisfacción con la Atención Primaria en España? Rev Calid Asist. 2015;30(5):226–36.
26. Carretta E, Bond TG, Cappiello G FM. Looking through patients’ eyes: Measuring Patient Satisfaction in a Public Hospital. J Patient Exp. 2017;4(3):121–8.
27. Wagner P, Perales A, Armas R, Codas O, De los Santos R, Elio Calvo D, et al. Bases y Perspectivas Latinoamericanas sobre Medicina y Salud Centradas en la Persona. An Fac Med. 2015;76(1):63–70.
28. Hendriks AAJ, Smets EMA, Vrielink MR, Van Es SQ, De Haes JCJM. Is personality a determinant of patient satisfaction with hospital care? Int J Qual Heal Care. 2006;18(2):152–8.
29. Aravena L P, Inostroza P M. ¿Salud Pública o Privada? Los factores más importantes al evaluar el sistema de salud en Chile. Rev Med Chil. 2015;143(2):244–51.
30. Freitas JS de, Silva AEB de C, Minamisava R, Bezerra ALQ, Sousa MRG de. Quality of nursing care and satisfaction of patients attended at a teaching hospital. Rev Lat Am Enfermagem. 2014;22(3):454–60.
