Resumo

DIOS GUERRA, Caridad et al. Evaluation of user satisfaction of nursing consultation in health centers based on quality and technical communication indicators. Enferm. glob. [online]. 2013, vol.12, n.31, pp.162-176. ISSN 1695-6141.

Objectives: To measure the satisfaction related to communication and technical aspects of the users of nursing consultation in Primary Care. Material and methods: Descriptive study conducted with patients using the nursing service Health Centers. After consultation with the staff, the patients were interviewed using two types of open and closed questions that assessed their views and satisfaction with some communication domains. Frequency distributions and exploring the differences between the two measures were explored using descriptive and inferential analysis (chi-square test, P <0.05). Open-ended questions were grouped into categories in a process of qualitative analysis involving two researchers independently. Results: 335 patients participated, 76.5% was obtained of the closed-ended satisfaction regarding the procedures used in the treatment room, and however, 26.1% of patients won't have any suggestions or proposed changes in the open responses. To 89.1% of satisfaction with information received in closed responses, 16.1% made suggestions for change in the open answers. As the nurse patient, the results were 94.2% showed satisfaction, compared to 7.5% which raised suggestions on open questions, and time used the ratio was 88.5% vs. 16.8%. Discussion and Conclusions: Most patients who consult with nurses in health centers showed satisfaction with care received, however they would like to participate more in decision making.

Palavras-chave : Satisfaction; qualitative; relationship; information; time; procedure.

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