2010, Number 2
Rev Med Hosp Gen Mex 2010; 73 (2)
Gutiérrez-Vega R, Amancio-Chassín O, Novoa-Boldo A, Olivos-Olivares ML, Aguirre-Güemez AV, Fajardo-Dolci G
PDF size: 131.72 Kb.
ABSTRACTBackground: Quality of medical services has been evaluated from the users and health care institutions perspectives. The perception of specialists in general surgery has not been considered in relation to the factors affecting the quality of their services. Methods: A questionnaire was applied to 36 surgeons from three hospitals. The questionnaire was constructed with 32 questions evaluating the perception about: structure (human resources and physical structure), processes (organizational and of medical attention) and results (in the matter of health and fulfillment of expectations). Within the qualitative variables, when the recorded answer corresponded to a bad perception in 80% or more of the surveys, the variable was considered unfavourable. Results: The badly perceived factors that affect the quality of the health care services provided by general surgeons were: preparation and attitude of the nursing and administrative staffs; quality of the material provided for clinical procedures, equipment and instruments; maintenance of facilities and equipments for diagnoses and treatment; knowledge and diffusion of the legal frame; communication and integration of health teams; time schedules for family visits; organization of the services and the medical unit; reference of patients to other medical units and the organizational culture. Conclusions: The unfavourably perceived factors correspond to organizational processes and physical structure.