The Ministry of Health of the Government of the Canary Islands has renewed its satisfaction survey system on the island of Lanzarote by placing touch devices in various units of the Doctor José Molina Orosa University Hospital and the primary care health centers. This proposal pursues the objective of knowing the opinion of users and patients about the quality of the healthcare service on the island.
In turn, this proposal has been complemented by the launch of an instant messaging system through mobile telephony that incorporates a link to the satisfaction questionnaire.
The touch devices have been installed in the emergency, rehabilitation, radiology and mental health units of the different health centers, allowing to know the opinion of users and patients in real time, after being treated in these services. Regarding the messaging system, the method has been implemented in the field of external consultations. In this way, users automatically receive the survey through a link the day after receiving specialist care.
Great participation of users
The new system, launched during the month of August, has registered a wide participation of patients and users of health centers. In addition, obtaining results with very positive assessments regarding the different services analyzed.
The results of the surveys allow planning actions and adopting necessary measures to improve the patient experience in health centers, thus being an effective tool that provides information.
Values analyzed
The questionnaires, designed by the staff of the quality unit, have been adapted to each of the areas. In this way, the main issues analyzed are the waiting time, the treatment received and the friendliness of the staff, as well as the clarity of the explanations and respect for privacy.
On the other hand, in the field of external consultations, questions are asked about access to the facilities, cleanliness, comfort, noise, signage or schedule coordination. In all of them, the user and patients are asked to leave a comment or a suggestion for improvement.
To know the patient's assessment, the Likert scale has been chosen, an instrument recommended to evaluate the perceived quality or the user experience with five alternative response options graduated from less to more, through emoticons of faces with different colors that determine the level of satisfaction. The questionnaire concludes with the overall assessment of the service received through a numerical scale from 0 to 10.
This formula breaks with the traditional telephone survey that requires the intervention of personnel and bets on the digital format after the patient has been treated in the health facilities by the professionals. These surveys, carried out in the so-called 'moment of truth', provide more reliable information than that known in surveys that are carried out 24 hours or more after the consultation.