Keywords
citizens
processes on health protection
Andalusia
How to Cite
Abstract
The complaints management process establishes a sequence of tasks for every level of the organization of health protection within the Public Health System of Andalusia. The ultimate goal is to guarantee citizens are provided uniform and transparent services from the Health Protection Units in Andalusia.
Our descriptive study analyzed the level of satisfaction of citizens with regard to complaints made on health issues from January 1, 2013 to June 30, 2016 in the Jaen and Guadalquivir Health Districts. To this end, we used the same satisfaction survey in both Health Protection Units and analyzed the satisfaction level according to three aspects: care and information received, agility in processing complaints and the content of the reply.
The average response rate was 15.34% in the Jaen Health Protection Unit and 25.86% in the Guadalquivir Health Protection Unit. A high degree of citizen satisfaction was observed, with a value of 4.24 out of 5 in the Jaen Health District and of 3.93 out of of 5 in the Guadalquivir Health District.
Claimers considered accessibility to services, professional care and the treatment received from the Health Protection Unit priorities. Therefore, we can conclude that our satisfaction survey is a highly effective tool for detecting citizens’ demands and concerns. We think that starting a process of reflection based on citizens’ opinions would be a tool for improving the provision of services in the field of health protection in Andalusia.
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