Nine of every ten patients are satisfied with the care received in the health centres and hospitals.

-92.4 Per cent are satisfied with the primary care, 92.3% with hospitals and 95% with SUMMA 112

– it has interviewed 41.420 users of the public health network Madrid

-aspects better valued by users are always related to health professionals

Madrid, may 2012.- the Minister of healthJavier Fernández-Lasquetty, accompanied by director general attention to the patient, Elena Juarez, presented the evaluation of the satisfaction of the users of the services of public healthcare in the community of Madrid, a survey conducted annually by the Ministry of health and this year includes a sample of 41.420 users of the health network public madrileña with a 95% confidence level. Interviews were conducted between July and November of last year.

The Health Minister explained that the community of Madrid has one of the best health care networks in the world, and acknowledge the patients themselves with satisfaction ratings over 90 percent in most fields.

Starting with primary care, where users have an overall satisfaction with their health center of 92.4 per cent. As for professionals, 94.5 per cent of users ensures satisfied with your family physician or your pediatrician. In addition, 93.7 percent appreciated the efficiency of doctors and 94.4% the kindness in the treatment of the personal optional. 94.5% Of users are satisfied with their nurse or nurse, reaching 94% efficiency and 94.1% the kindness. For administrative staff, 84.4 per cent ensures satisfied with its performance.

These high figures of satisfaction with primary care services, both kindness and efficiency, make ensure 89,6 percent of users would recommend your pediatrician or family physician to their friends, so that your nurse or nurse. Also 89.1% of users would recommend your health care center that, in general, also maintain a high degree of satisfaction with facilities.

In fact, 93.4 percent of users positively valued cleanliness of workplaces, while 92.8% valued the signage and the ease to find consultation and 86.7% the convenience and comfort of the waiting place.

The survey also studied the ease to obtain an appointment in primary care, that users valued positively by 72.1 per cent and the waiting time to enter into consultation (60.9%).

Hospital care

As regards the satisfaction of users with the hospitals, the survey examines three segments. The first, external consultations, in which a 90.9% were satisfied. The second, hospitalization, with 92.4%. And finally, 93.6 percent of users claimed to be satisfied with the largest ambulatory surgery. In short, the index of overall satisfaction of users is 92.3%.

The high degree of satisfaction shown by users makes a 91.6 per cent to ensure that I would recommend the largest ambulatory surgery, 92.5 per cent, hospitalization and 87.8 per cent external consultations.

In SUMMA 112, the overall satisfaction with the service reaches 95%. In addition, the user satisfied with professionals working in service with 96.2%; a 96.4% positively valued the treatment and the kindness and 95.5% competition and knowledge and 94.7% the time and dedication.

As regards response time, citizens give 82,1% at the time of answer, a 92.8% to information on the problem of health (92.8%) and 91.6% to information on care to follow (91.6%).

Areas of improvement

The Counselor stressed that these results show an index of overall satisfaction indicating that users are mostly satisfied with the care they have received. Have also listened to patients in areas that mark as improved. While we have seen a notable improvement over the recent results, we want to continue to improve so that users are happier each year. As always, are patients who mark the way to follow ”.

Within the plan of improvement, SUMMA 112 has proposed 6 improvement actions, including the information provided to the patient and the safety of the patient in all mobile resources. For its part, primary care will develop a total of 21 improvement actions by health care and 260 addresses by health centres. Mostly it’s improvement actions aimed to reduce waiting times to enter into consultations and the attention of administrative management efficiency.

Meanwhile, hospitals have proposed a total of 196 improvement actions, for the most part (107 proposals) focused on improving hospitalization, but also the external queries (59 proposals) and the largest ambulatory surgery (30 proposals).