En busca de la excelencia: el perfil del paciente “supersatisfecho”

Abstract

ObjectiveSatisfaction with healthcare is obtained when consumers discover that the service provided goes beyond their expectations. The aim of this study was to identify the factors associated with “extreme satisfaction” by analyzing sociodemographic and healthcare characteristics. Material and methodsA cross-sectional study was performed between September and November 2002, using the SERQVHOS questionnaire, which was sent by surface mail. The outcome variable was a high degree of satisfaction and the independent variables were sociodemographic and healthcare characteristics, grouped by comfort, personal relations with staff, organization, information and resources. The association between variables was assessed using relative risk (RR) and 95% confidence intervals (95% CI). Adjustment for confounders was carried out by unconditional logistic regression. ResultsNinety-eight percent of the patients were “satisfied or very satisfied”, and almost half (45.7%) were “extremely satisfied” with the healthcare received. The variable most strongly associated with a high degree of satisfaction was comfort (RR=11.7; 95% CI, 3.9- 35.3). The most influential sociodemographic characteristic was female sex (RR=2.5, 95% CI, 1.1-5.5). ConclusionsIn our hospital, almost half the patients were highly satisfied with the healthcare received. Extreme satisfaction was strongly associated with healthcare characteristics (perception of comfort during hospitalization, organization, resources, relations with staff, and information).