[Measurement of the importance of user satisfaction dimensions in healthcare provision]

Abstract

Objective: Identifying users' perceptions of the quality of care is essential to improve health services delivery. The main objective of this article was to describe the application of a methodology to identify factors that facilitate the identification of areas for improvement.

Method: A questionnaire was applied in three health areas in Catalonia (Spain) (primary care [n=332], outpatient specialty care [n=410] and hospital emergency care [n=413]) to measure user satisfaction and assess the importance given to the aspects analyzed.

Results: The main areas for improvement in primary care identified by an importance-performance analysis involved the time devoted to patients as well as health professionals' willingness to listen to their views. In hospital emergency care, the main area of improvement was related to the hospital's physical conditions.

Conclusions: The tools designed and implemented by the Catalan Health Service (Spain) have proved to be valid for the detection of priority areas to improve service delivery and promote regional equity.

Keywords: Atención hospitalaria; Atención primaria; Gestión de servicios sanitarios; Health services management; Hospital care; Importance; Importancia; Mental health; Primary care; Salud mental; Satisfacción; Satisfaction.