Resumo

CESPEDES LONDONO, Juan Eduardo; PAZ WILCHES, Justo Jesús  e  GUETE, Alvaro. Estudio de satisfacción de los usuarios de la Asociación mutual sEr E.s.s. Ars con el programa de administración del riesgo cardiovascular “De Todo Corazón”. Rev. Gerenc. Polit. Salud [online]. 2007, vol.6, n.13, pp.112-138. ISSN 1657-7027.

Objectives: To evaluate the quality of services provided by the Managed Health Program (MHP) ¨De Todo Corazón”, one of the first of its kind, offered in Colombia by Asociación Mutual SER ESS, in order to manage cardiovascular risks with efficiency and quality. The focus was on patient satisfaction (regarding accessibility, opportunity, acceptance and adherence, information provided, and perception of benefits) with the following components of the MHP: medicines supply; information education and communication (IEC) workshops; home visits by educational agents; and health care provided by nurses, primary care doctors, and specialists. methods: Following a crossectional design, a questionnaire for structured interview was designed, validated, and then applied to a random sample of 260 people, selected from a universe comprising 17,466 subjects registered in the MHP, and distributed over eight states. results: Satisfaction levels above 80% were found in all of the components and aspects evaluated, except two: (1) home visits by educational agents, and (2) IEC workshops. Conclusions: The clientele served by the MHP is highly satisfied with most of its services, although there are opportunities for improvement.

Palavras-chave : Quality of services; patient satisfaction; disease management; managed health; health outcomes evaluation; cardiovascular risks.

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