The Differences in Opinions in the Quality of Care among Experts, Relatives, and Patients: Studying Therapy in a Rural Hospital

Abstract

Based on the opinion of experts, a survey is applied to users who can communicate, to their relatives, and/or their caregivers older than 17 years who received care during April and May of 2016. The population under investigation consisted of 86 patients at Saludesa Hospital’s therapy center. Also surveyed was a group of experts who had previously validated their expertise through the Kcomp competence coefficient.

From the survey the experts developed a general methodological procedure for the measurement of the satisfaction of the patients and their families, which included specific procedures for obtaining information. (2)  As part of the research strategy a specific procedure was used, with a generalizing character, covering all types of clients and considering all the sub-processes that occur in the institution.  Its cyclical nature, associated with the fact that following each cycle of analysis, the following one was developed on qualitatively different and superior bases, as well as for the great flexibility that it possesses, gives it advantages over other precedents. The modeling of measuring indicators of the degree of satisfaction and loyalty of patients and family members, based on a multi-attribute approach, which identifies those essential according to their importance and current assessment, allows focusing the directive actions towards the improvement of vital aspects of the patient. performance in the service, in correspondence with its design and on the basis of validated information.

The results convey that the relatives show a level of satisfaction of 3.70, and the most affected attributes are: rehabilitation equipment, level of professionalism and quality of technical staff, and Stimulation Therapies and Physical Therapies. The patients were influenced by pre-existing dissatisfactions and by disenchantment of the medical services.