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Table 1 User experience with specialty consultations and surgical care organized under the Lancet Global Health Commission on High-Quality Health Systems conceptual framework

From: User experience and satisfaction with specialty consultations and surgical care in secondary and tertiary level hospitals in Mexico

Domains

Specialty consultation

Surgery

I. Client focus

Waiting time for outpatient consultation in hospital outpatient area ≤ 30 min

Waiting time between referral to surgery and actual surgery is ≤20 completed waiting days

History of surgery postponement(s)

II. Respect

Courtesy: Specialist greeted the patient at the beginning of the consultation

Clear communication:

Specialist gave the patient an opportunity to talk about health-related concerns

Specialist listened to the patient with attention and without interruptions

Specialist clearly answered patient questions

Specialist resolved patient doubts about health-related self-care

Courtesy: Surgeon greeted patient before surgery

Clear communication:

Surgeon explained the risks and benefits of surgery

Surgeon gave clear information to the patient’s relatives

III. Competent care

Specialist performed clinical examination

IV. Quality of basic amenities

Hospital cleanliness was very good or good

Hospital cleanliness was very good or good

V. Quality impact

Quality impact on financial risk protection: Patient received all prescribed medicines in the hospital pharmacy free due to their coverage by IMSS health insurance (reference group did not have any prescription to fulfill)

Quality impact on health: Patient did not have complications that required another surgery