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Revista de Salud Pública
Print version ISSN 0124-0064
Abstract
MORALES-SANCHEZ, Luis G. and GARCIA-UBAQUE, Juan C.. Perceived service quality in the Bogotá public health system. Rev. salud pública [online]. 2019, vol.21, n.1, pp.128-134. Epub Oct 20, 2020. ISSN 0124-0064. https://doi.org/10.15446/rsap.v21n1.83138.
Objective
To know the user satisfaction level in relation to the services provided by the Bogotá Health Department and its affiliated institutions.
Materials and Methods
A descriptive, cross-sectional study was performed, in which 12 573 users and patients at 196 care points of the health services sub-networks, the benefits plan administration entity (Capital Salud EPS) and the governing entity of the Bogotá Health System were asked about aspects related to perceived quality and satisfaction.
Results
Five categories are presented: 1. overall performance result, understood as the confidence generated; 2. management improvements compared to the previous year; 3. level of adherence to treatments; 4. intention to cooperate with the system; and 5. comprehensive experience as the sum of the interactions during the care process. Although acceptable levels of satisfaction were found, improvement opportunities were also identified.
Discussion
The importance and validity of the study was analyzed. Some improvement actions are proposed, and the systematic implementation of this type of studies is recommended.
Keywords : Health care quality; access and evaluation; patient acceptance of health care; quality assurance; health care; patient satisfaction; social perception (source: MeSH, NLM).