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. 2006 Sep;38(4):192-8.
doi: 10.1157/13092337.

[Difficult to treat patients in primary care: are they satisfied with the care received in their health centre?]

[Article in Spanish]
Xavier Mas Garriga  1 , Marta Solé Dalfó, Manuela Licerán Sanandrés, Dolors Riera Cervera
Affiliations

[Difficult to treat patients in primary care: are they satisfied with the care received in their health centre?]

[Article in Spanish]
Xavier Mas Garriga et al. Aten Primaria. 2006 Sep.

Abstract
in English, Spanish

Objectives: To evaluate the satisfaction of difficult to treat patients (DTP) cared for by a primary care team (PCT), as regards the organisational aspects and the care received, and to compare it with that obtained by a sample of the general patient population (GPP). DESIGN. Cross-sectional descriptive study.

Setting: Urban health centre.

Participants: One hundred-one DTP participated, after being selected using Ellis and O'Dowd criteria by 8 doctors.

Method: Between March and May 2004 the DTP were given self-administered anonymous questionnaires, prepared and validated by the Catalonian Health Institute, which was divided into 8 sections for their analysis. The results were compared with those obtained in June 2003 from a representative sample from the GPP.

Results: A total of 52 questionnaires were returned (51% participation), of which 62% were from women, with a mean age of 61.5+/-12.3. Average scores (0 to 10) were: organisation 7.2+/-1.8; (95% confidence intervale [CI], 6.6-7.7), care by the doctors 8.4+/-2.1 (95% CI, 7.7-9), by nurses 7.9+/-2.1 (95% CI, 7.3-8.6), by administrators 6.9+/-1.9 (95% CI, 6.3-7.4), care resolved 7.2+/-2 (95% CI, 6.6-7.9), installations 7.6+/-1.7 (95% CI, 7.1-8.1), overall satisfaction 7.5+/-1.8 (95% CI, 7-8), and total satisfaction total 7.2+/-1.6 (95% CI, 6.8-7.7). The 91.7% (95% CI, 80-97.7) would recommend their friends to be treated in the centre. All the scores are higher than those in the GPP sample, with no statistical differences in the care by doctors and nurses sections.

Conclusions: Although the relationships with the DTP are often problematic, the results show a high level of satisfaction within the DTP in all the sections evaluated, even higher than that of the GPP group.

Objetivos: Valorar la satisfacción de los pacientes de trato difícil (PD) atendidos por un equipo de atención primaria (EAP) con los aspectos organizativos y la atención recibida. Compararla con la obtenida en una muestra de la población general atendida (PG).

Diseño: Estudio descriptivo, transversal.

Ámbito: Centro de salud urbano.

Participantes: Participaron 101 PD seleccionados por 8 médicos (criterios de Ellis y O’Dowd).

Método: Entre marzo y mayo de 2004 se entregó a los PD un cuestionario de satisfacción autoadministrado, anónimo, elaborado y validado por el Institut Català de la Salut, que para su análisis se divide en 8 dimensiones. Se compararon los resultados con los obtenidos en junio 2003 en una muestra representativa de la PG.

Resultados: En total se administraron 52 cuestionarios (participación del 51%). El 62% eran mujeres, con una media de edad de 61,5 ± 12,3 años. La puntuación media por dimensiones (0 a 10) fue: organización 7,2 ± 1,8 (intervalo de confianza [IC] del 95%, 6,6-7,7), atención por médicos 8,4 ± 2,1 (IC del 95%, 7,7-9), por enfermería 7,9 ± 2,1 (IC del 95%, 7,3-8,6), por administrativos 6,9 ± 1,9 (IC del 95%, 6,3- 7,4), atención-resolución 7,2 ± 2 (IC del 95%, 6,6-7,9), instalaciones 7,6 ± 1,7 (IC del 95%, 7,1-8,1), satisfacción global 7,5 ± 1,8 (IC del 95%, 7-8) y satisfacción total 7,2 ± 1,6 (IC del 95%, 6,8-7,7). El 91,7% (IC del 95%, 80-97,7) recomendaría a sus amigos ser atendidos en el centro. Todas las puntuaciones son superiores a las de la muestra de la PG, sin diferencias estadísticamente significativas en las dimensiones atención por médicos y enfermería.

Conclusiones: Aunque a menudo la relación con PD tiene características disfuncionales, éstos muestran un alto nivel de satisfacción con el EAP en todas las dimensiones evaluadas, superior incluso al de la PG.

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