Abstract

ANGUERA GUINOVART, Esperança  and  MARTINEZ BATEMAN, Francisca. Multicentric study of the care quality perceived by patients on haemodialysis programme in Tarragona. Rev Soc Esp Enferm Nefrol [online]. 2011, vol.14, n.3, pp.172-180. ISSN 1139-1375.

New technologies have optimized renal replacement therapy. However, our interest is focused on finding out the patient's opinion of the care received at Haemodialysis (HD) Units, in order to improve the healthcare. The aim of the study is to determine the care quality perceived by the user in the Haemodialysis Units in the province of Tarragona. It is sought to survey patients of the HD centres in the province of Tarragona with Chronic Renal Insufficiency who wish to participate in the study. The modified SERVQHOS survey and the Likert scale are used to determine the user Satisfaction Index. We have weighted the results using two different methods: correlation and Weighting of the patient to determine which is more reliable. The data were processed using the SPSS-15 programme for Windows. According to the results obtained, Overall Patient Satisfaction is 4.3 out of 5 (very satisfied) Cronbach's alpha 0.90. The items on the survey that are most important to patients are (p<0.05) Staff's willingness to help, Staff's interest in solving problems, The confidence and assurance conveyed by staff, The friendliness of staff, How well-trained staff are, The personalized way patients are treated, and Nursing staff's interest. The Weighted Satisfaction Indices for the three centres are: Centre A: 8, Centre B: 8.6, Centre C: 8. The most satisfied users are found in centre B. We verified that patient weighting is a more reliable procedure than correlation weighting. Opportunities for improvement in care quality have been detected. Using the multivariate study we have confirmed that the Characteristics of the centre affect 8 of the Satisfaction items (2, 3, 5, 9, 13, 14, 19, 21) (p<0.05). We have also found that 16 Patient Characteristics affect 18 of the Satisfaction items on the survey (p<0.05) (all except 1, 10, 12). Finally, it would be interesting to carry out a qualitative study as we sense that user satisfaction may depend, to a significant extent, on the relationship of aid established with the nurse.

Keywords : Haemodialysis; Perceived care quality; SERVQHOS Survey; Weighted patient satisfaction.

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