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[Perceived service quality in the Bogotá public health system]
Luis G Morales-Sánchez1, Juan C García-Ubaque2
1LG: MD. M. Sc. Ciencia Política; M. Sc. Salud Pública; Esp. Economía, Esp. Gerencia de Hospitales. Secretario Distrital de Salud Bogotá. Bogotá, Colombia. lgmorales@saludcapital.gov.co.
Objective:
To know the user satisfaction level in relation to the services provided by the Bogotá Health Department and its affiliated institutions.
Materials And Methods:
A descriptive, cross-sectional study was performed, in which 12 573 users and patients at 196 care points of the health services sub-networks, the benefits plan administration entity (Capital Salud EPS) and the governing entity of the Bogotá Health System were asked about aspects related to perceived quality and satisfaction.
Results:
Five categories are presented: 1. overall performance result, understood as the confidence generated; 2. management improvements compared to the previous year; 3. level of adherence to treatments; 4. intention to cooperate with the system; and 5. comprehensive experience as the sum of the interactions during the care process. Although acceptable levels of satisfaction were found, improvement opportunities were also identified.
Discussion:
The importance and validity of the study was analyzed. Some improvement actions are proposed, and the systematic implementation of this type of studies is recommended.
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