User experience and satisfaction with specialty consultations and surgical care in secondary and tertiary level hospitals in Mexico

Abstract

BackgroundTo evaluate the association between user experience and satisfaction with specialty consultations and surgical care at the Mexican Institute of Social Security (IMSS) secondary and tertiary level hospitals.MethodsWe conducted secondary data analysis of the cross-sectional 2017 IMSS National Satisfaction Survey. The dependent variables were user satisfaction with outpatient consultation and with surgery. The study’s independent variables were user experience with these services. The Lancet Global Health Commission on High Quality Health Systems in the Sustainable Development Era framework was used to guide the analysis. For each dependent variable a double-weighted Poisson regression model with robust variance was performed and considered clustering of the observations within 111 secondary level and 25 tertiary level hospitals.ResultsThe study included 6713 outpatient consultation users and 528 surgery users. 83% of users attending outpatient consultations and 86.6% of users who underwent inpatient surgery at IMSS hospitals were satisfied with the service received. The common patient negative experiences with specialty consultations and surgical care were long waiting time (40%) and lack of hospital cleanliness (20%). An additional concern was the lack of clinical examination during the consultation (25%). Shorter waiting times, health provider courtesy, good communication, clinical examination, and hospital cleanliness were associated with patient satisfaction with specialty consultations. Having the surgery without prior postponement(s) and without complications increased the probability of patient satisfaction.ConclusionPatient satisfaction with hospital outpatient consultations and surgical care may be raised by focusing on improvement strategies to enhance positive patient experiences with care.

Informed consent in dentistry and medicine in Spain: Practical considerations and legality

“…The information protects professionals from lawsuits and allows patients to be the protagonists of their own healthcare process by involving them in decisions. This also helps to improve the effectiveness of treatments by enhancing patient adherence to them ( 5 - 7 ). Importantly, the communicative skills of professionals plays a central role in the success of the IC process ( 4 , 5 ).…”

“…However, making the distinction between competent and incompetent individuals can sometimes be complicated. Importantly, the way in which information is transmitted influences the way it is received and understood by patients, and this can condition any decisions derived from it ( 4 , 5 ). The understanding patients have of their disease or about a certain protocol depends a lot on its delivery mode and the words used, as well as the emphasis when this information is communicated ( 4 , 5 ).…”

“…This also helps to improve the effectiveness of treatments by enhancing patient adherence to them ( 5 - 7 ). Importantly, the communicative skills of professionals plays a central role in the success of the IC process ( 4 , 5 ).…”

“…Indeed, a patient satisfied with the information provided to them is more likely to place greater trust in their doctor or dentist and become more involved in decision making. This correlates with a greater degree of patient involvement and adherence to treatment and therefore, with an improvement in therapeutic outcomes and prognosis ( 5 - 9 ). In fact, if a patient is not fully satisfied with the treatment administration mode or not convinced of its benefit, he will be less likely to comply with the prescribed regimen.…”

Análise da influência das habilidades de comunicação na empatia do médico, satisfação com o cuidado e confiança no profissional percebidas pelo paciente

“…Foram identificados ainda mais alguns fatores que estão intricados nessa relação, já que pacientes ficam mais satisfeitos quando há mais utilização de recursos (mais gasto por paciente) 196 , ou quando suas cirurgias não são adiadas 193 . A boa comunicação de médicos e enfermeiros aparece frequentemente como um fator que se relaciona à satisfação dos pacientes em hospitais terciários 193,194,197 . Dentre os fatores do paciente, destacam-se a relação inversa entre escolaridade e satisfação 191,192 e renda e satisfação, bem como uma relação direta com satisfação e idade 198 .…”