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 |