Patient ratings of care at a rheumatology out-patient unit

Background. Our objective was to determine patient satisfaction with services rendered by health care personnel at the rheumatology out-patient consultation. Methods. We carried out a cross-sectional survey at a tertiary-level care hospital in Mexico City. A questionnaire on satisfaction with quality of medical care was applied to 347 adult patients who attended the out-patient rheumatology clinic at least twice and who agreed to participate. Questions in the instrument covered three aspects of quality of care, including structure, process, and results. Results. In overall assessment, 83.5% of patients reported satisfaction with care. Structure received worst score and process, the best. Outcomes (e.g., disease improvement) received intermediate scores. Correlations within these areas were strong but correlation with overall satisfaction was not high. The majority of patients stated that physician competence was the most valuable aspect of the visit; the least valuable was waiting time. Conclusions. Specific strategies need to be implemented to improve certain areas. Overall satisfaction as a measurement renders no specific and useful information due to complexity with regard to different dimensions of satisfaction. (C) 2004 IMSS. Published by Elsevier Inc.