Approach to nephrology health services and patient satisfaction

Abstract

Introduction: the Satisfaction is considered a variable with multiple components and a high degree of subjectivity. The World Health Organization requires that organizations be able to provide objective evidence of quality.

Objective: To identify indicators that describe the satisfaction of patients with chronic renal disease with the healthcare services in the hemodialysis ward of the Juan Bruno Zayas Clinical and Surgical Hospital in Santiago de Cuba.

Method: A mixed-approach, cross-sectional, non-experimental, descriptive study was carried out with a population of 107 patients and a sample of 59 in the Hemodialysis Service. The modified Service Quality Questionnaire (SERVQUAL) was used. An intervention program was submitted to the criteria of 10 specialists, also part of the participating population.

Result: Perceptions, emotions, context, and motivation were assumed to be theoretical indicators of satisfaction with health services, all of which are linked to the healthcare process. The intervention program proposed for the multidisciplinary team meets the conditions in the dynamic relationship of the indicators.

Conclusions: Indicators were identified that express the renal patient satisfaction, perceptions, expectations, needs, and experiences. Within the multidisciplinary team, healthcare quality is largely focused on the evaluation of the use of material resources and health policies, recognizing the absence of subjective indicators from a legal framework.