Parental satisfaction with health care during child hospitalization at a social security facility in Mexico
Background: The Service Quality in Hospital (SERVQHOS) assesses quality and satisfaction with hospital care received. This study aimed to determine the quality and satisfaction of parents in a tertiary-level pediatric public facility in Mexico. Methods: We conducted a cross-sectional study in which...
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| Format: | Article |
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Permanyer
2021-01-01
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| Series: | Boletín Médico del Hospital Infantil de México |
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| Online Access: | https://www.bmhim.com/frame_esp.php?id=275 |
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| author | Alberto Tlacuilo-Parra María R. Vizcarra-Gutiérrez Zulema Morgan-Domínguez Ana R. Hernández-Cervantes Rosa Ortega-Cortés Elizabeth Guevara-Gutiérrez |
| author_facet | Alberto Tlacuilo-Parra María R. Vizcarra-Gutiérrez Zulema Morgan-Domínguez Ana R. Hernández-Cervantes Rosa Ortega-Cortés Elizabeth Guevara-Gutiérrez |
| author_sort | Alberto Tlacuilo-Parra |
| collection | DOAJ |
| description | Background: The Service Quality in Hospital (SERVQHOS) assesses quality and satisfaction with hospital care received. This study aimed to determine the quality and satisfaction of parents in a tertiary-level pediatric public facility in Mexico. Methods: We conducted a cross-sectional study in which 425 anonymous surveys were distributed during the discharge of children. The questionnaire evaluates the individual (subjective) and organizational (objective) quality of service: reliability, tangibles, assurance, responsiveness, and empathy, as well as satisfaction on a 5-point scale from 1 (much worse) to 5 (much better). Results: A total of 401 questionnaires were returned (94%). The mean quality score was 3.6 ± 0.7. The best-rated aspects were the medical equipment technology (3.6 + 0.8), the confidence that the staff transmits to patients (3.6 ± 0.8), and the friendliness of the staff when attending patients (3.6 ± 0.8). The worst-rated aspects were the condition of the rooms (3.4 ± 0.8), the waiting time to be attended by a physician (3.3 ± 0.8), and the timeliness of internal consultations (3.3 ± 0.8). The overall population rated as satisfied in 97% of cases. Conclusions: A high rate of satisfaction was observed concerning both objective and subjective factors. However, the negative aspects of objective quality, such as reliability, should be addressed organizationally without implying economic investment in their resolution. |
| first_indexed | 2024-04-11T18:47:52Z |
| format | Article |
| id | doaj.art-d75930698ade4a229aec5fdbb209427c |
| institution | Directory Open Access Journal |
| issn | 0539-6115 |
| language | English |
| last_indexed | 2024-04-11T18:47:52Z |
| publishDate | 2021-01-01 |
| publisher | Permanyer |
| record_format | Article |
| series | Boletín Médico del Hospital Infantil de México |
| spelling | doaj.art-d75930698ade4a229aec5fdbb209427c2022-12-22T04:08:33ZengPermanyerBoletín Médico del Hospital Infantil de México0539-61152021-01-0178610.24875/BMHIM.21000051Parental satisfaction with health care during child hospitalization at a social security facility in MexicoAlberto Tlacuilo-Parra0María R. Vizcarra-Gutiérrez1Zulema Morgan-Domínguez2Ana R. Hernández-Cervantes3Rosa Ortega-Cortés4Elizabeth Guevara-Gutiérrez5Divisón de Investigación Médica, Unidad Médica de Alta Especialidad, Hospital de Pediatría, Centro Médico Nacional de Occidente, Instituto Mexicano del Seguro Social (IMSS), Guadalajara, Jalisco, MexicoDepartamento de Trabajo Social, Unidad Médica de Alta Especialidad, Hospital de Pediatría, Centro Médico Nacional de Occidente, IMSS, Guadalajara, Jalisco, MexicoDepartmento de Pediatría, Unidad Médica de Alta Especialidad, Hospital de Pediatría, Centro Médico Nacional de Occidente, IMSS, Guadalajara, Jalisco, MexicoDirección Médica, Unidad Médica de Alta Especialidad, Hospital de Pediatría, Centro Médico Nacional de Occidente, IMSS, Guadalajara, Jalisco, MexicoDivisón de Investigación Médica, Unidad Médica de Alta Especialidad, Hospital de Pediatría, Centro Médico Nacional de Occidente, Instituto Mexicano del Seguro Social (IMSS), Guadalajara, Jalisco, MexicoInstituto Dermatológico de Jalisco, Secretaría de Salud Jalisco. Jalisco, MexicoBackground: The Service Quality in Hospital (SERVQHOS) assesses quality and satisfaction with hospital care received. This study aimed to determine the quality and satisfaction of parents in a tertiary-level pediatric public facility in Mexico. Methods: We conducted a cross-sectional study in which 425 anonymous surveys were distributed during the discharge of children. The questionnaire evaluates the individual (subjective) and organizational (objective) quality of service: reliability, tangibles, assurance, responsiveness, and empathy, as well as satisfaction on a 5-point scale from 1 (much worse) to 5 (much better). Results: A total of 401 questionnaires were returned (94%). The mean quality score was 3.6 ± 0.7. The best-rated aspects were the medical equipment technology (3.6 + 0.8), the confidence that the staff transmits to patients (3.6 ± 0.8), and the friendliness of the staff when attending patients (3.6 ± 0.8). The worst-rated aspects were the condition of the rooms (3.4 ± 0.8), the waiting time to be attended by a physician (3.3 ± 0.8), and the timeliness of internal consultations (3.3 ± 0.8). The overall population rated as satisfied in 97% of cases. Conclusions: A high rate of satisfaction was observed concerning both objective and subjective factors. However, the negative aspects of objective quality, such as reliability, should be addressed organizationally without implying economic investment in their resolution.https://www.bmhim.com/frame_esp.php?id=275Children. Healthcare. Quality of care. Health facility survey. Mexico. Patient satisfaction. |
| spellingShingle | Alberto Tlacuilo-Parra María R. Vizcarra-Gutiérrez Zulema Morgan-Domínguez Ana R. Hernández-Cervantes Rosa Ortega-Cortés Elizabeth Guevara-Gutiérrez Parental satisfaction with health care during child hospitalization at a social security facility in Mexico Boletín Médico del Hospital Infantil de México Children. Healthcare. Quality of care. Health facility survey. Mexico. Patient satisfaction. |
| title | Parental satisfaction with health care during child hospitalization at a social security facility in Mexico |
| title_full | Parental satisfaction with health care during child hospitalization at a social security facility in Mexico |
| title_fullStr | Parental satisfaction with health care during child hospitalization at a social security facility in Mexico |
| title_full_unstemmed | Parental satisfaction with health care during child hospitalization at a social security facility in Mexico |
| title_short | Parental satisfaction with health care during child hospitalization at a social security facility in Mexico |
| title_sort | parental satisfaction with health care during child hospitalization at a social security facility in mexico |
| topic | Children. Healthcare. Quality of care. Health facility survey. Mexico. Patient satisfaction. |
| url | https://www.bmhim.com/frame_esp.php?id=275 |
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