Resumo

CAMEJO, Eva Rico; MENA PEREZ, Nora; CONCEPCION ALFONSO, María Isabel  e  BREIJO MADERA, Hipólito. Nivel de satisfacción de los pacientes que acuden a un policlínico principal de urgencias. Rev Cubana Enfermer [online]. 2003, vol.19, n.3. ISSN 0864-0319.

The level of satisfaction of patients who went to "Pedro Borrás Astorga" emergency polyclinics in Pinar del Río province from January to December, 2000 was determined. A prospective longitudinal study showed the high frequency of immediate care given to patients going to emergency services, although it also reflected a 15-30 minute delay in taking care of 14 patients whose health problems were not really medical emergencies. Clinicians and pediatricians quickly assisted the patients and the patients´opinions were favorable in relation to the assistance provided by physicians, nurses and technicians. The optimization of the health care system's services was observed despite some structural difficulties that influence the quality criteria that some patients express.

Palavras-chave : PATIENT SATISFACTION; EMERGENCIES; EMERGENCY MEDICAL SERVICES; QUALITY OF HEALTH CARE; NURSING CARE.