Angela Serrano
Program: MSc. in Health Services Management. Universidad de Santander, Colombia
Thesis Title: Levels of User Satisfaction in the Area of Ambulatory Surgery of the Fundación Oftalmológica de Santander (FOSCAL Internacional) Floridablanca, 2015″
Graduation year: 2015
Abstract
Objective: To determine the level of satisfaction of users of the area of ambulatory surgery of the FOSCAL international, Floridablanca, Santander in April 2015.
Methods: A cross-sectional study was conducted. The sample was comprised of 136 users of the services of ambulatory surgery of the FOSCAL international in Floridablanca, Santander. Patient satisfaction was assessed using the SERVQHOS questionnaire (“service quality” questionnaire). The SERVQHOS questionnaire items were divided into subjective quality (human assistance) and objective quality (organisational and facility issues).
Results: The type of surgery most conducted in the clinic were the general and orthopedic with 66.3%. Moreover, 63.5% had not had previous interventions. The percentage of users reporting better assistance than expected in the objective quality ranged between 68 and 91% and in the subjective quality ranged between 71.2% and 87.5%.
Conclusión: Users of the area of ambulatory surgery of the FOSCAL international are getting the assistance that they expected of the service.