Calidad de la atención en medicina de familia. Centro de atención médica integral de la Universidad de Los Andes

Abstract

This study had the objective to evaluate the health care quality at the Family Medicine Service from the Integral Medical Center (CAMIULA, in Spanish) of the University of Los Andes. The evaluation process was taken from September to November, 2015, and included the following elements: internal organization, working process, results, and impact. The research design followed an evaluative, field, and cross-sectional study. Three instruments measuring care quality, user satisfaction and health staff satisfaction were applied. Results showed that care quality is not regular due to some inconveniences in information, equipment and health prevention. Results indicators also showed low performance, poor concentration and use, while performance based percentage was located at medium level. Impact indicators showed that the first two causes of morbidity are metabolic (37.5%) and cardiovascular disorders (19.0%). Patient satisfaction degree was excellent (average value, 95.2%), while indicators on health staff perception were between regular and good. Chi-square test showed significant differences (p<0.05) between the satisfaction of the health staff about facilities, information system, sanitary cleaning, drug management, medical referral, and organization management. In conclusion, the Family Medicine Service at CAMIULA was found excellent for patients and satisfying for the health staff; however, care quality was not seen positively. Therefore, solution strategies using a tool such as a SWOT matrix are offered.