Resumen

HESPANHOL, Alberto; RIBEIRO, Orquídea  y  COSTA-PEREIRA, Altamiro. Quality assurance in São João Health Center. Arq Med [online]. 2005, vol.19, n.5-6, pp.191-197. ISSN 2183-2447.

Aims: To know the overall satisfaction of São João Health Center’s patients as well as their satisfaction with all the other aspects of the service provided by the Health Center. Methods: It was used a self administered questionnaire to all the patients that went to São João Health Center during one week (10 - 14 May 2004). Results: 78% of the patients (n=576) answered the questionnaire. All the variables of the overall satisfaction of São João Health Center’s patients and their satisfaction with all the other aspects show high values of median, percentile 90 and percentile 10, except: 19,11 e 7% of the respondents greatly disagree with ‘I am satisfied with the time spent to get an appointment of a consultation’, ‘Since I arrive until I am attended I didn’t spent a lot of time’ and ‘It’s easy to go to this Health Center" respectively. Conclusion: São João Health Center’s patients show high levels of satisfaction with the health care delivered, except the waiting time. This quality problem must be selected to promote several Cycles of Quality Assurance integrated in a Program to establish a Quality Assurance process in São João Health Center.

Palabras clave : primary health care; patient satisfaction.

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