Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios

Background: Clients and providers of health care can have contrasting perceptions about the quality of service. Provider perceptions are mostly devoted to design and delivery of services while those of clients are focused in the attention received. Aim: To assess perceptions of health care providers...

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Autores principales:	RIVEROS S,JORGE, BERNÉ M,CARMEN, MÚGICA G,JOSÉ M
Lenguaje:	Spanish / Castilian
Publicado:	Sociedad Médica de Santiago 2010
Materias:	Marketing of health services patient care management Patients
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872010000500015
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spelling	oai:scielo:S0034-988720100005000152010-07-12Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuariosRIVEROS S,JORGEBERNÉ M,CARMENMÚGICA G,JOSÉ M Marketing of health services patient care management Patients Background: Clients and providers of health care can have contrasting perceptions about the quality of service. Provider perceptions are mostly devoted to design and delivery of services while those of clients are focused in the attention received. Aim: To assess perceptions of health care providers and clients about client management and satisfaction with services provided. Material and Methods: Two public hospitals were surveyed. A qualitative analysis was performed first, reviewing reports and patient data bases and through informal meetings with providers and clients. In a second phase, an enquiry with Likert type questions was devised and answered by a total of 377 providers and 400 clients from both hospitals. Results: The median perception of clients about the quality of service was better than that of providers in both hospitals. The communication of hospitals with clients to offer timely information received a poor evaluation both from providers and clients. However the concern of hospitals about health care of the community was considered adequate. The degree of satisfaction with concrete issues such as information panels and physical infrastructure received similar evaluation both by providers and clients. Conclusions: This analysis can be useful for management decision making, identifying strengths and weaknesses of health care provided by these two public hospitals. This type of assessment can be replicated in other public and private health care facilities.info:eu-repo/semantics/openAccessSociedad Médica de SantiagoRevista médica de Chile v.138 n.5 20102010-05-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872010000500015es10.4067/S0034-98872010000500015
institution	Scielo Chile
collection	Scielo Chile
language	Spanish / Castilian
topic	Marketing of health services patient care management Patients
spellingShingle	Marketing of health services patient care management Patients RIVEROS S,JORGE BERNÉ M,CARMEN MÚGICA G,JOSÉ M Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
description	Background: Clients and providers of health care can have contrasting perceptions about the quality of service. Provider perceptions are mostly devoted to design and delivery of services while those of clients are focused in the attention received. Aim: To assess perceptions of health care providers and clients about client management and satisfaction with services provided. Material and Methods: Two public hospitals were surveyed. A qualitative analysis was performed first, reviewing reports and patient data bases and through informal meetings with providers and clients. In a second phase, an enquiry with Likert type questions was devised and answered by a total of 377 providers and 400 clients from both hospitals. Results: The median perception of clients about the quality of service was better than that of providers in both hospitals. The communication of hospitals with clients to offer timely information received a poor evaluation both from providers and clients. However the concern of hospitals about health care of the community was considered adequate. The degree of satisfaction with concrete issues such as information panels and physical infrastructure received similar evaluation both by providers and clients. Conclusions: This analysis can be useful for management decision making, identifying strengths and weaknesses of health care provided by these two public hospitals. This type of assessment can be replicated in other public and private health care facilities.
author	RIVEROS S,JORGE BERNÉ M,CARMEN MÚGICA G,JOSÉ M
author_facet	RIVEROS S,JORGE BERNÉ M,CARMEN MÚGICA G,JOSÉ M
author_sort	RIVEROS S,JORGE
title	Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
title_short	Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
title_full	Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
title_fullStr	Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
title_full_unstemmed	Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios
title_sort	gestión y satisfacción en servicios de salud de chile: contraste entre las percepciones de los funcionarios y los usuarios
publisher	Sociedad Médica de Santiago
publishDate	2010
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872010000500015
work_keys_str_mv	AT riverossjorge gestionysatisfaccionenserviciosdesaluddechilecontrasteentrelaspercepcionesdelosfuncionariosylosusuarios AT bernemcarmen gestionysatisfaccionenserviciosdesaluddechilecontrasteentrelaspercepcionesdelosfuncionariosylosusuarios AT mugicagjosem gestionysatisfaccionenserviciosdesaluddechilecontrasteentrelaspercepcionesdelosfuncionariosylosusuarios
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Gestión y satisfacción en servicios de salud de Chile: Contraste entre las percepciones de los funcionarios y los usuarios

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