Evaluation of user satisfaction in a Centre for Primary Health Care

Abstract

The changes in the current health care system, and the introduction of a family health model have produced a transformation in the importance of family, community and the individual, both in health promotion as in health protection. This change has resulted in the need to deliver quality care, where user’s opinion and perception is essential. The aim of this study is to evaluate users’ perception of “CESFAM Puertas Negras” as a health care institution, as well as their satisfaction in relation to its health providers. A survey named “Survey of user satisfaction -your opinion counts” was applied to 252 users of the CESFAM. Results and discussion: The results show that the level of overall user satisfaction is not optimal, and that the worst performance is observed in the access to care module. This survey constitutes the first step towards assessing locally user satisfaction, with the aim of putting forward interventions that really suit the patients’ needs. We believe that further studies are needed to assess user satisfaction in a more objective and comprehensive manner.