Revista médica de Chile
versión impresa ISSN 0034-9887
RIVEROS S, Jorge y BERNE M, Carmen. An enquiry on client opinions about quality of care in a public hospital. Rev. méd. Chile [online]. 2007, vol.135, n.7, pp. 862-870. ISSN 0034-9887. doi: 10.4067/S0034-98872007000700006.
Background: The level of satisfaction of patients with the services provided by public hospitals is becoming an important issue for health authorities. Aim: To analyze an enquiry applied to patients, about the level of satisfaction with the service provided by a public regional hospital in Chile. Material and methods: An enquiry was applied to 150 ambulatory (76% women) and 50 hospitalized patients (56% women). It included 28 questions about management aspects of health care and 20 questions about client satisfaction. Data was analyzed using factorial analysis and multiple regressions. Results: The manners of hospital personnel were the factor with the highest impact on the perception of patients about global quality of services. Attention timing was the most influential aspect on global satisfaction. Conclusions: There results confirm those from abroad and can orient an adequate management of public hospital
Palabras clave : Hospitals, public; Patient care management; Quality of health care.