Resumo

RODRIGUEZ SANCHEZ, Yadamy et al. Service level. Rev.Med.Electrón. [online]. 2016, vol.38, n.2, pp. 185-198. ISSN 1684-1824.

Background: services are no more than the result of a whole of intangible activities in which two parts are related: provider and consumer. Health institutions should not escape the purpose of satisfying the client. For that, it is necessary to study the components of the service and to measure patient’s satisfaction as an index of quality in medical services. Aim: proposing a procedure to calculate the service level in the Primary Health Care and its incidence on patients´ satisfaction. Materials and methods:  it was carried out in the Consultation Offices of the Nr 1 Working group of the Family Teaching-Faculty Policlinic “Carlos Verdugo”, province of Matanzas. Among the main tools and techniques used were: observation, documents reviewing, individual interview, expert methods, processing card, Delphi method, As-Is diagram, affinity diagram, service cycle, added value analysis, the evaluation of entries and providers, enquires and SPSS 17.0 and Microsoft Excel software.  Outcomes: the identification and choice of the components and indicators that are present in the process of external consultation of the family physician, beginning from the application of the proposed procedure. Besides that, it was defined the interrelation between the components of the service and the identified indicators through which they could be controlled. Conclusions: the used method showed the importance of the service level and its direct influence on the patients’ satisfaction level.

Palavras-chave : service level; patients’ satisfaction; Primary Health Care.

        · resumo em Espanhol     · texto em Espanhol     · Espanhol ( pdf )