[Perceived service quality in the Bogotá public health system].

Revista de salud pública
Luis G Morales-Sánchez, Juan C García-Ubaque

Abstract

To know the user satisfaction level in relation to the services provided by the Bogotá Health Department and its affiliated institutions. 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. 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. 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.

References

Apr 11, 2009·Revista de salud pública·Juan Carlos García-Ubaque, Carmen S Quintero-Matallana
May 12, 2009·Atencion primaria·Tatiana DillaJosé Antonio Sacristán
Jun 11, 2015·Ciência & saúde coletiva·Jorge Martín Rodríguez HernándezJuan Carlos Corrales Barona
Jan 1, 2017·Revista de salud pública·Luis G Morales-Sánchez, Juan C García-Ubaque

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