ANONYMOUS SURVEYS
To evaluate the degree of satisfaction of
the patients cared for at the Units, the Foundation has designed
a survey on organizational, medical and care/service aspects.
The questionnaire is available at all Units and all patients
are encouraged to fill it out. The answers are anonymous and
it can be handed in at the Unit or sent directly to the Foundation
headquarters without postage. Thus the patients can express
his or her opinion without channeling it through the Unit
where he or she was attended. The questionnaire consists of
10 questions and a section for suggestions.
The analysis of the responses allows the Foundation:
-
To know the degree of patient satisfaction with the care
and attention received.
-
To compare the perceptions the surveyed patients have
of their evolution with the data acquired from the informational
computer program that covers their evolution from a medical
point of view.
-
To compare the results from the different Units.
-
To detect any aspect that can be improved in the care
given at any Unit.
-
To analyze the patients' suggestions to improve their
satisfaction with the care offered.
The questions in the survey and the percentage of patients
who have answered each question are shown in the table below.
It includes the questionnaires filled out by patients from
the three different models of care provided by the Foundation:
charity care, private care and coordinated care.
Survey on Care Provided
Analysis of the answers collected in the 19.624 questionnaires
filled out up to June 1, 2004.
1. How was the treatment received on the telephone when
you called to schedule your appointment?
|
Very Pleasant
|
14.326
|
(73%)
|
|
Pleasant
|
3.336
|
(17%)
|
|
Average
|
1.766
|
(9%)
|
|
Unpleasant
|
0
|
|
|
Very unpleasant
|
0
|
|
2. How was the waiting time, from the moment of your arrival
to the moment you were attended by the doctor?
|
Very Short
|
8.635
|
(44%)
|
|
Short
|
6.869
|
(35%)
|
|
Average
|
3.532
|
(18%)
|
|
Long
|
392
|
(2%)
|
|
Excessive
|
0
|
|
3. How was the treatment received from the non-medical personnel?
|
Very Pleasant
|
14.326
|
(73%)
|
|
Pleasant
|
4.121
|
(21%)
|
|
Average
|
1.177
|
(6%)
|
|
Unpleasant
|
0
|
|
|
Very unpleasant
|
0
|
|
4. How was the treatment received from the doctor?
|
Very Pleasant
|
14.914
|
(76%)
|
|
Pleasant
|
3.925
|
(20%)
|
|
Average
|
785
|
(4%)
|
|
Unpleasant
|
0
|
|
|
Very unpleasant
|
0
|
|
5. How was the information you received?
|
Optimal
|
10.205
|
(52%)
|
|
Appropriate
|
7.850
|
(40%)
|
|
Adequate
|
1.177
|
(6%)
|
|
Inadequate
|
196
|
(1%)
|
|
Null
|
0
|
|
6. How would you rate the professional competence of the
doctor you consulted?
|
Very Good
|
14.522
|
(74%)
|
|
Good
|
4.710
|
(24%)
|
|
Average
|
196
|
(1%)
|
|
Poor
|
0
|
|
|
Very poor
|
0
|
|
7. How do the facilities of this Unit appear to you, in
terms of their cleanliness and maintenance?
|
Very Good
|
14.522
|
(74%)
|
|
Good
|
3.925
|
(20%)
|
|
Average
|
1.177
|
(6%)
|
|
Bad
|
0
|
|
|
Very Bad
|
0
|
|
8. In general, the health care you received has been:
|
Very Good
|
12.756
|
(65%)
|
|
Good
|
6.476
|
(33%)
|
|
Average
|
392
|
(2%)
|
|
Poor
|
0
|
|
|
Very poor
|
0
|
|
9. Do you feel that this Unit has been able to identify your
back problem and to determine its treatment correctly?
|
Yes
|
18.839
|
(96%)
|
|
No
|
196
|
(1%)
|
|
No comment
|
589
|
(3%)
|
10. If in the future, a family member had a similar problem,
would you recommend that he or she come to this Unit?
|
Yes, as soon as he or she had a back
problem
|
17.662
|
(90%)
|
|
Yes, but only if the problem hadn't
been solved at other health centers
|
981
|
(5%)
|
|
No
|
0
|
|
|
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