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Revista de otorrinolaringología y cirugía de cabeza y cuello

versión On-line ISSN 0718-4816


CARDEMIL M, Felipe; MUNOZ S, Daniel; GALINDO C, Álvaro  y  RAHAL E, Maritza. User satisfaction with open attention on an outpatient otolaryngology clinic. Rev. Otorrinolaringol. Cir. Cabeza Cuello [online]. 2014, vol.74, n.3, pp.201-207. ISSN 0718-4816.

Introduction: Patient satisfaction with respect to health care institutions is relevant. Aim: To perform content validation a questionnaire that allows to analyze the opinion of a group of patients attending an ENT clinic regarding on the process of care in this place. Material and method: Cross sectional study. The instrument was validated through Lawshe method. Seven reagents were created, with a total of 83 questions to be subjected to analysis. Results: We validated 25 questions that made the final questionnaire, with a content validity ratio of 0.75 or more. We surveyed 120 patients between 30 and 60 years, being 83 women (69.1%) and 37 men (30.9%). Of the total, 75 patients (62.5%) came to first consultation, and 36 patients (30%) had been operated. More than 94% of the patients said that the doctor clearly explained his diagnosis and clearly gave indications to treat their condition. 90.8% said that it seemed appropriate the presence of students, interns and residents or fellows in the consultation box. 95.8% of patients reported being satisfied with the care provided. Conclusions: The overall high level of satisfaction in the study population is positive. The questionnaire could be useful for measuring user satisfaction. It is necessary to continue to monitor patients' perception of care.

Palabras clave : User satisfaction in health care; healthcare; medical education.

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