Calidad percibida en el servicio del sistema público de salud de Bogotá

Objective To know the user satisfaction level in relation to the services provided by the Bogota Health Department and its affiliated institutions. Materials and Methods A descriptive, cross-sectional study was performed, in which 12 573 users and patients at 196 care points of the health services sub-networks, the benefits plan administration entity (Capital Salud EPS) and the governing entity of the Bogota Health System were asked about aspects related to perceived quality and satisfaction. Results Five categories are presented: 1. overall performance result, understood as the confidence generated; 2. management improvements compared to the previous year; 3. level of adherence to treatments; 4. intention to cooperate with the system; and 5. comprehensive experience as the sum of the interactions during the care process. Although acceptable levels of satisfaction were found, improvement opportunities were also identified. Discussion The importance and validity of the study was analyzed. Some improvement actions are proposed, and the systematic implementation of this type of studies is recommended.