Resumo

GONZALEZ-QUINONES, Juan C et al. Satisfaction of patients accessing the primary level of care (outpatient) in Bogotá. Rev. salud pública [online]. 2014, vol.16, n.6, pp.871-884. ISSN 0124-0064.  https://doi.org/10.15446/rsap.v16n6.38192.

Objective To assess outpatients’ perceptions of medical care. Methodology A telephone survey was administered to patients treated in two different months in 2012 with a focus on socio-demographic variables, access to care, physician-patient relationships, and on the process of medical care. Results 804 patients were surveyed. The average time of access to care was 9.6 days. 78 % reported having been able to tell the doctor everything that they felt, 60 % reported that the doctor explained what they had, and one in four patients said that the doctor asked about their families. 30 % felt complete relief after medical care. The average rating of care was 7.9 (SD ±1.7). Variables related to the highest ratings were: having been able to tell that doctor everything that they felt (OR 7.5 CI 95 % 1.8-31), having been examined (OR 7.5 CI95 % 1.5-38.5), that the doctor explained what they had (OR 5.2 CI 95 % 1.8-15), that the doctor asked about the family (OR 5.8 CI95 % 2.1-16.1), and if doctor had treated them formerly (OR 3.5 CI95 % 1.4-8.6). Conclusions Extensive communication with the patient is as important as dealing with the disease in the medical act.

Palavras-chave : Patient satisfaction; physician-patient relations; primary health care; continuity of patient care; patient-centered care; health services; health communication.

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