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Enfermería Actual de Costa Rica

On-line version ISSN 1409-4568Print version ISSN 1409-4568


RODRIGUEZ MARMOL, María  and  MUNOZ CRUZ, Rafael. Factors related to the satisfaction in external consultation Hospital of Madrid. Enfermería Actual de Costa Rica [online]. 2017, n.32, pp.40-51. ISSN 1409-4568.


The large number of patients seen in outpatient hospital and know the importance of their views on the care provided in this service encourages the development of this study, which seeks to know the opinion of a group of users on outpatient three hospitals public of the city of Madrid and identify factors influencing the overall satisfaction of these people.


A cross-sectional descriptive study in which 150 users outpatient clinics were surveyed using a previously validated self-administered questionnaire consisting of 12 items, encompassed in two dimensions with a Likert 1 type scale to 10 depending on the degree held satisfaction, which socio-demographic and descriptive results obtained. Moreover, a bivariate analysis detected significant differences based on gender, academic level, nationality and age was performed.


In the descriptive analysis of the questionnaire draws attention to the administrative quality is valued below 5 points, while for the clinical assessment is 6 points approximately, which is an assessment of the total questionnaire slightly higher than 5. The query timeout was the item that received the lowest average rating of the entire questionnaire, with just over a 3.5 out of 10, while the highest was obtained for the item referred to treatment by the staff nursing, with a note of almost 7.


It can be stated that in the sample there are only two factors that relate to the increase in user satisfaction in outpatient: the male and have attended university.

Keywords : quality-of-health-care; patient-satisfaction; referral-and-consultation.

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