89% of the patients surveyed were "happy or very happy" with the experience in the consultations of the Doctor José Molina Orosa University Hospital. The results have been published by the Ministry of Health of the Government of the Canary Islands.
The center, attached to the Canarian Executive, has launched various evaluation systems and surveys to find out the level of satisfaction of users in relation to the health services of the center, measurement tools in which the Lanzarote hospital has obtained very good results in several of the parameters analyzed.
The treatment received was valued by users "with the highest score" in 93.5% of cases, the regional Executive reported in a statement.
This is the case of the Outpatient Clinics and the Transfusion, Pharmacy, Radiodiagnosis, Rehabilitation and Hospital and Out-of-Hospital Emergency services, in which the majority of users of the hospital center have stated that they feel well cared for and satisfied with the treatment of the staff.
The level of satisfaction in the Outpatient Clinics and the Pharmacy, Rehabilitation and Radiodiagnosis services was measured through a survey sent via SMS between August and December 2022 to all users treated in these hospital units, using the Likert scale to evaluate the responses.
In the Emergency and Rehabilitation services, the information was collected through a survey inserted in a digital tablet-type device that reproduced the questionnaire as it was answered.
In the field of Outpatient Consultations, the new SMS survey system has led to a considerable increase in the sample size, with Rehabilitation and Traumatology being the specialties with the highest number of responses from users. It is found that 94.4% of users attended their appointment and only 2.9% suffered the cancellation or modification of it.
Regarding the waiting time to enter the consultation, a "very good" assessment was obtained in 92.8% of patients, while 89.1% rated the quality of the information given by the specialists about their health status very positively.
96.3% of users indicated that there is sufficient privacy in the consultation for physical examinations or to talk about confidential issues and 93.2% rated the treatment and friendliness of the staff attending them very highly.
On the other hand, 85.5% of users who attended other appointments on the same day of the consultation, such as blood tests or X-rays, stated that the schedules were well coordinated.
Rehabilitation
78% of those surveyed in the Rehabilitation consultations were satisfied with the service and 84.7% indicated that they were satisfied with the waiting time until the first consultation in the service. In a complementary way, 85.8% adequately valued the time that elapsed from the medical consultation to the start of treatment.
As has been observed in recent years, users stated that they found sufficient privacy in the consultation to talk about confidential issues or to carry out physical examinations. The confidence inspired by the health personnel is equal to or greater than 4 out of 5.
The study data shows a patient profile that has maintained its trust in health professionals and makes it clear, one more year, that the improvement in the waiting times of the service influences, with great impact, the perception of the user.
Pharmacy
In the Hospital Pharmacy service, almost all of the users attended, 99.2%, indicated that they were "very happy or happy" with respect to the experience in this area. The circumstance is that 93.1% of users had already visited the unit at some time.
Likewise, a large majority valued the signage of the service and considered the waiting time to be attended as "very little". Regarding the opening hours, 86.2% found it adequate and 99.6% of those surveyed reported having received friendly treatment from the staff. 94.3% said they were able to talk to the pharmacist when they needed to.
Radiodiagnosis
The surveys of the Radiodiagnosis service reflect that 92.1% of users rated the experience of their appointment as very satisfactory. Half of these patients come for an X-ray, followed by 21.4% for an ultrasound. In addition, more than 92 percent gave the highest score to the telephone information prior to the test regarding the time of the test or the preparation for the study.
The waiting time to be attended was perceived by 90 percent of users as short or very short and, with respect to the treatment and friendliness of the staff who performed the test, 94.5 percent of those surveyed considered that they were friendly or very friendly. Nearly 97 percent stated that their privacy was guaranteed during the test.
Hospital and out-of-hospital emergencies
85.6% of those surveyed in the out-of-hospital Emergency services considered that the treatment received was satisfactory, describing it as correct and friendly. Likewise, 85.4% valued the respect for their privacy and nearly 82% said they understood the information or explanations given by the professionals about their diagnosis.
Regarding the waiting time, 75.4% of patients were satisfied with this. 29.1% of people who go to the emergency rooms of health centers report having to continue their check-ups with the Primary Care doctor and 27% were referred to hospital emergency rooms.
In relation to the experience in the Hospital Emergency Service, 61.6% of those surveyed were satisfied with the experience in the same and 65.5% of users had a positive perception of the care.
Regarding the waiting time, 57.5% of users considered the time elapsed to be adequate and, regarding the explanations given by the professionals in relation to the diagnosis, 74% perceived them as adequate and 48.3% of them report having to follow some treatment at home.
During the stay in the Emergency Room, 59.7% of the patients stated that in this health area they were provided with a complete solution to their health status. A figure that results in the resolving capacity of the service.
Likewise, most of the patients stated that they had been treated with kindness by the health personnel and 71.8% considered that their privacy was respected during the process.
Blood bank
98.7% of donors expressed their satisfaction with the privacy guaranteed by the center and 97.3% said they had easily found the Blood Bank, positively valuing the signage to get to it.
Regarding the treatment received, 96% considered it very good. On the other hand, 97.3% rated the questionnaire prior to donation as easy.
73.3% of users said they had previously donated at the center and all those surveyed said they would donate again at the same, an aspect that highlights the importance of taking care of user loyalty.
Parameters analyzed
The satisfaction surveys explore the degree of satisfaction of users in relation to various aspects such as privacy, treatment received, accessibility or information received and allow to know, first-hand, how users perceive the operation of the different hospital services.
The data obtained from the different questionnaires are collected and analyzed anonymously by the Hospital Quality service, which is responsible for analyzing them and transferring them to the managers of each health area for evaluation. In this way, it is possible to implement improvements and optimize the quality of care activity based on the needs and suggestions of users.
