Satisfaction and waiting time of users from peruvian health care centers: a secondary analysis of ENSUSALUD 2014-2016
DOI:
https://doi.org/10.15381/anales.803.16846Keywords:
Patient Satisfaction; Time Perception; Quality of Health Care; Right to Health; Health Care ReformAbstract
Introduction: Health systems require evaluations about the quality of the delivery of services in Peru. Objective: Estimate the levels of satisfaction and waiting time in users of public and private peruvian health services. Methods: Secondary analysis of questionnaire 1 of the National Survey of Satisfaction of Users in Health (ENSUSALUD) 2014, 2015 and 2016. The waiting time was defined as the minutes it took since the user arrived at the health facility until he entered the doctor’s office. Satisfaction was evaluated with the user’s perception. Results: Satisfaction levels were: 70,1% (95% CI: 69,7%-71,2%), 73,7% (95% CI: 72,5%-74,9%) and 73,9% (IC 95%: 72,6%-75,1%) for 2014, 2015 and 2016, respectively. The users affiliated to the Comprehensive Health Insurance (2014: 67,7%, and 2016: 67,6%) and Social Health Insurance (EsSalud) (2015: 67,2%) were those that presented lower percentages. The regions that showed an increase in satisfaction were Cajamarca (2016-2014: 26%), La Libertad (2016-2014: 26%). The median waiting time was 60 (q1-q3:30-120), 75 (q1-q3:30-150) and 75 (q1-q3: 35-140) minutes, for the years 2014, 2015 and 2016, respectively. The delay in the attention was the most frequent problem identified by the users. Conclusions: In 2014, 2015 and 2016, 70,1%, 73,7% and 73,9% of users peruvian health services were satisfied with the care. We should consider the heterogeneity by territories and financial entity. The median waiting time for care was 60 minutes.
Downloads
Published
Issue
Section
License
Copyright (c) 2019 Anales de la Facultad de Medicina
![Creative Commons License](http://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Those authors who have publications with this magazine accept the following terms:
- Authors will retain their copyrights and guarantee the journal the right of first publication of their work, which will be simultaneously subject to Creative Commons Attribution License that allows third parties to share the work as long as its author and its first publication this magazine are indicated.
- Authors may adopt other non-exclusive licensing agreements for the distribution of the version of the published work (eg, deposit it in an institutional electronic file or publish it in a monographic volume) provided that the initial publication in this magazine is indicated.
- Authors are allowed and recommended to disseminate their work over the Internet (eg: in institutional telematic archives or on their website) before and during the submission process, which It can produce interesting exchanges and increase quotes from the published work. (See El efecto del acceso abierto ).