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[An evaluation of the prior appointment program in primary care by a user opinion survey]
J I Alastrué Loscos1, M Giner Valero, J A Bonet Pla
1Servicio de Planificación de la Atención Primaria, Conselleria de Sanitat i Consum, Valencia.
Objective:
To assess user-satisfaction on the introduction of an Appointments Scheme.
Design:
Crossover and observational, with a random sample. SITE. 47?97 Health Centres and 72 Clinics in the Community of Valencia.
Patients And Others Participants:
A random sample of 400 users.
Main Measurements And Results:
A month after the introduction of the scheme, a survey was administered by staff of the centres themselves to a sample of users coming out from consulting rooms. The percentage of users who waited less than 15 minutes to see their doctor increased from 18% to 75.5% after the introduction of the Scheme. The average number of people in the waiting-rooms decreased from 61 to 14. 72.5% of users considered that the quality of health care received had improved.
Conclusions:
The users' evaluation of the programme is satisfactory. There was moreover a significant difference in favour of Health Centres as to fewer crowds in waiting-rooms, greater access to telephones, the evaluation of the quality of care and the average time of a consultation.