Analysis of perceived satisfaction with health care provided to users of the emergency department in an oncology institution in Colombia
DOI:
https://doi.org/10.35509/01239015.987Keywords:
quality of health care, health care quality, access, and evaluation, patient satisfaction, health systems plans, emergency medical services, patient care, oncology service, hospital, cancer care facilities, observational studyAbstract
Introduction: Measuring quality helps to identify the best healthcare providers. Such measurement can be objective (identifying variables affecting healthcare) or subjective (identifying the expectations and experiences of users). Cancer patients require top-quality care, especially in emergency units.
Objective: To assess the level of perceived satisfaction with health care provided to users of the emergency department of a cancer hospital.
Methods: Observational, cross-sectional study. Patients treated between February and May 2022 were surveyed to determine their perception of the quality of health care received by using the PECASUSS instrument. Descriptive univariate and bivariate analyses were carried out to identify differences in satisfaction levels considering sociodemographic aspects of users.
Results: Information from 344 patients was collected; 53.8% were female, and the median age was 59 years. The majority belonged to the subsidized regime of Colombia’s National Health Insurance System (65.4%), 44.2% had a primary education level, and 42.2% corresponded to the lowest out of six socioeconomic strata. On a 1 to 5 scale, whose highest values indicate greater satisfaction, 82.3% of patients rated health care with 4 or 5. When considering sociodemographic characteristics, no statistical differences were found between satisfaction and non-satisfaction with health care received in the emergency department.
Conclusion: High levels of satisfaction were found in most evaluated aspects (4 or 5 on the mentioned scale). It is important to improve waiting times to provide better service.
Author Biographies
Juliana María Duque-Ramírez, Estudiante Especialización en Sistemas de Garantía de Calidad y Auditoría de Servicios de Salud, Escuela de Medicina, Fundación Universitaria Juan N. Corpas, Bogotá, D. C., Colombia.
1. Estudiante Especialización en Sistemas de Garantía de Calidad y Auditoría de Servicios de Salud, Escuela de Medicina, Fundación Universitaria Juan N. Corpas, Bogotá, D. C., Colombia.
Diana Isabel Cuéllar-Rivera, Grupo de Investigación Clínica y Epidemiológica del Cáncer, Instituto Nacional de Cancerología, Bogotá, D. C., Colombia.
2. Grupo de Investigación Clínica y Epidemiológica del Cáncer, Instituto Nacional de Cancerología, Bogotá, D. C., Colombia.
Miguel Zamir Torres-Ibargüen, Grupo Apoyo y Seguimiento para la Investigación, Instituto Nacional de Cancerología, Bogotá, D. C., Colombia.
3. Grupo Apoyo y Seguimiento para la Investigación, Instituto Nacional de Cancerología, Bogotá, D. C., Colombia.
Luis Miguel Téllez-Neira, Estudiante MSc. Management, Warwick Business School, University of Warwick, Coventry, Inglaterra.
4. Estudiante MSc. Management, Warwick Business School, University of Warwick, Coventry, Inglaterra.
References
Acosta L, Burrone MS, López de Neira MJ, Lucchese M, Cometto C, Ciuffolini B, et al. Análisis de la satisfacción del usuario en centros de salud del primer nivel de atención en la provincia de Córdoba, Argentina. Enfermería Glob [Internet]. 2011 [citado: 2023 nov 02];10(21). Disponible en: http://scielo.isciii.es/scielo.php?script=sci_arttext&pid=S1695-61412011000100014&lng=es
García Cueto E, Rial Boubeta A, Varela Mallou J. Presentación de una escala de satisfacción con los servicios sanitarios de atención primaria. Psicothema [Internet]. 2003 [citado: 2023 nov 2];15(4):656-61. Disponible en: http://dialnet.unirioja.es/servlet/articulo?codigo=750170&info=resumen&idioma=SPA
Henao Nieto DE, Giraldo Villa A, Yepes Delgado CE. Instrumentos para evaluar la calidad percibida por los usuarios en los servicios de salud. Rev Gerenc y Políticas Salud [Internet]. 2017;17(34):1-21. https://doi.org/10.11144/javeriana.rgps17-34.iecp
Tam JLM. Linking quality improvement with patient satisfaction: A study of a health service centre. Mark Intell Plan [Internet]. 2007;25(7):732-45. https://doi.org/10.1108/02634500710834197
Ross CK, Frommelt G, Hazelwood L, Chang RW. The role of expectations in patient satisfaction with medical care. Mark Health Serv [Internet]. 1987 [citado: 2023 nov 2];7(4):16. Disponible en: https://www.proquest.com/openview/7486b27acbb904f6ab0d7cd358c8901d/1?pq-origsite=gscholar&cbl=36770
Yépez-Chamorro MC, Ricaurte-Cepeda M, Jurado DM. Calidad percibida de la atención en salud en una red pública del municipio de Pasto, Colombia. Univ y Salud [Internet]. 2018;20(2):97-110. https://doi.org/10.22267/rus.182002.114
Sánchez BF, Martínez A. Evaluación de calidad de un servicio de voluntariado hospitalario en oncología: Niveles de satisfacción de los pacientes de cáncer y sus familias. Psicooncología [Internet]. 2016;13(2-3):285-96. https://doi.org/10.5209/PSIC.54437
Arteta-Poveda LE, Palacio-Salgar K. Dimensiones para medición de la satisfacción del paciente en centros de urgencia. Rev Salud Pública [Internet]. 2018;20(5):629-36. https://doi.org/10.15446/rsap.V20n5.61032
Pabón-Ortíz EM, Mora-Cruz JV-D, Castiblanco-Montañez RA, Buitrago-Buitrago CY. Estrategias para fortalecer la humanización de los servicios en salud en urgencias. Rev Cienc y Cuid [Internet]. 2021;18(1):94-104. https://doi.org/10.22463/17949831.2512
Tristán-Martínez D, Doubova SV, Sauceda-Valenzuela AL. Calidad de atención en pacientes con cáncer de próstata atendidos en México. Rev Medica Inst Mex Seguro [Internet]. 2022 [citado: 2023 nov 2];60(3):275-82. Disponible en: https://siid.insp.mx/documents/curriculum/articles/indicators/yqxyq7Fo6fjlVr0Zu7rNK64gjHgX8y0aE997K5wp.pdf
Doubova SV, Terreros-Muñoz E, Delgado-López N, Montaño-Figueroa EH, Infante-Castañeda C, Pérez-Cuevas R. Experiences with health care and health-related quality of life of patients with hematologic malignancies in Mexico. BMC Health Serv Res [Internet]. 2020;20(1):1-10. https://doi.org/10.1186/s12913-020-05498-7
Jayadevappa R, Chhatre S, Gallo JJ, Wittink M, Morales KH, Lee DI, et al. Patient-centered preference assessment to improve satisfaction with care among patients with localized prostate cancer: A randomized controlled trial. J Clin Oncol [Internet]. 2019;37(12):964-73. https://doi.org/10.1200/JCO.18.01091
Delatore LR. The Cancer Emergency Department—The Ohio State University James Cancer Center Experience. Emerg Med Clin North Am [Internet]. 2018;36(3):631-6. https://doi.org/10.1016/j.emc.2018.04.012
Saraí A. Fórmulas para el cálculo de la muestra en investigaciones de salud. Salud en Tabasco [Internet]. 2005 [citado: 2023 nov 2];11(1-2):333-8. Disponible en: https://www.redalyc.org/pdf/487/48711206.pdf
Instituto Nacional de Cancerología. Anuario Estadístico 2018. Vol. 16 [Internet]. Bogotá; 2020 [citado: 2023 nov 2]. Disponible en: https://www.cancer.gov.co/recursos_user/files/libros/archivos/Anuario%20INC%202018.pdf
Cabrera-Arana GA, Londoño-Pimienta JL, Bello-Parías LD. Validación de un instrumento para medir calidad percibida por usuarios de hospitales de Colombia. Rev Salud Pública [Internet]. 2008 [citado: 2023 nov 2];10(3):443-51. Disponible en: http://www.scielo.org.co/scielo.php?pid=S0124-00642008000300009&script=sci_arttext
Harris P, Taylor R, Thielke R, Payne J, González G, Conde J. Research electronic data capture (REDCap) - A metadata-driven methodology and workflow process for providing translational research informatics support. J Biomed Inf [Internet]. 2009;42(2):377-81. https://doi.org/10.1016/j.jbi.2008.08.010
Merino A. Análisis de datos categóricos. España: Universidad Nacional de Educación a Distancia; 2002.
Ruiz Romero V, Fajardo Molina J, García-Garmendia JL, Cruz Villalón F, Rodríguez Ortiz R, Varela Ruiz FJ. Satisfacción de los pacientes atendidos en el Servicio de Urgencias del Hospital San Juan de Dios del Aljarafe. Rev Calid Asist [Internet]. 2011;26(2):111-22. https://doi.org/10.1016/j.cali.2010.11.008
Fontova-Almató A, Juvinyà-Canal D, Suñer-Soler R. Influencia del tiempo de espera en la satisfacción de pacientes y acompañantes. Rev Calid Asist [Internet]. 2015;30(1):10-6. https://doi.org/10.1016/j.cali.2014.12.009
Boudreaux ED, O’Hea EL. Patient satisfaction in the Emergency Department: A review of the literature and implications for practice. J Emerg Med [Internet]. 2004;26(1):13-26. https://doi.org/10.1016/j.jemermed.2003.04.003
Lee S, Groß SE, Pfaff H, Dresen A. Waiting time, communication quality, and patient satisfaction: An analysis of moderating influences on the relationship between perceived waiting time and the satisfaction of breast cancer patients during their inpatient stay. Patient Educ Couns [Internet]. 2020;103(4):819-25. https://doi.org/10.1016/j.pec.2019.11.018
Rodríguez Barrero MS, Buitrago Mejía A, Varón Triana N, Quintero García R. La satisfacción de los usuarios afiliados al sistema de salud en la ciudad de Ibagué, Colombia. Rev Lebret [Internet]. 2020;(11):123-47. https://doi.org/10.15332/rl.v0i11.2415
Ramírez Estrada MC, Gil Ospina AA. Percepción de calidad en servicios de urgencias hospitalarias de II nivel, Risaralda Colombia, 2013. Rev Investig Andin [Internet]. 2013 [citado: 2023 nov 2];18(32):1507-20. Disponible en: https://www.redalyc.org/journal/2390/239047318006/movil/
Sonis JD, Aaronson EL, Lee RY, Philpotts LL, White BA. Emergency Department Patient Experience: A systematic review of the literature. J Patient Exp [Internet]. 2018;5(2):101-6. https://doi.org/10.1177/2374373517731359
Fernández-Castillo A, Vílchez-Lara MJ. Satisfaction with care received in pediatric emergency services: Impact of family interaction and emotional disturbance. Ciencia Saúde Coletiva [Internet]. 2018;23(4):1033-44. https://doi.org/10.1590/1413-81232018234.28492015
Abidova A, Alcantar P, Moreira S. Predictors of patient satisfaction and the perceived quality of healthcare in an emergency department in Portugal. West J Emerg Med [Internet]. 2020;21(2):374-81. https://doi.org/10.5811/westjem.2019.9.44667
Woo BFY, Lee JXY, Tam WWS. The impact of the advanced practice nursing role on quality of care, clinical outcomes, patient satisfaction, and cost in the emergency and critical care settings: A systematic review. Hum Resour Health [Internet]. 2017;15(1):63. https://doi.org/10.1186/s12960-017-0237-9
Cifuentes L, Duque N, Rodríguez S. Percepción sobre la ruta de atención en salud de cáncer en pacientes de Envigado, 2020-2021. Rev Colomb Hematol y Oncol [Internet]. 2022;9(2):92-106. https://doi.org/10.51643/22562915.404
How to Cite
Downloads
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Revista Colombiana de Cancerología
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Todos los derechos reservados.
