Resumo

RODRIGUEZ GONZALEZ, David  e  SANJUAN HERNANDEZ, David. Patient-perceived satisfaction in the Haemodialysis Service of La Palma General Hospital. Enferm Nefrol [online]. 2013, vol.16, n.2, pp.75-82. ISSN 2255-3517.  https://dx.doi.org/10.4321/S2254-28842013000200002.

Although most of the current researches are focussed on new actualizations and innovative treatments, the aim of this study is to find out how patients perceive our health care and how they feel at our Hospital Unit. Thus, the main objective is to find out the degree of patient satisfaction. Haemodialysis Service in La Palma Island is working since 1984, not only to give treatment to local patients, but also to support the health assistance of outpatients who are temporally on the island because of different reasons. Data were collected through anonymous surveys of volunteer patients using the modified SERVQHOS and the Likert scale, too. Quantitative data analysis was made through SPSS-19 program for Windows. According to the results, the Satisfaction Net Index showed that the 86,36% of the participants punctuated "excellent" the item referred to the general satisfaction degree. The average age and admissions to hospital during last year were 64.63 years old and 1.08% respectively. The percentage of patients registered on the kidney transplant waiting list was 20,7%. The most positively considered features were: The confidence, the staff disposition to help, their kindness and the information related with hygiene. On the other hand, the most negatively viewed items were: the indications to find the dialysis unit, the staff´s qualification, medical information, equipment technology and the waiting time to be seen by the doctor.

Palavras-chave : Haemodialysis; Patient-perceived quality; Modified SERVQHOS.

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