Table 4 User experience related to satisfaction with outpatient consultation (n = 6713)
TYPE OF ANALYSIS | Bivariable analysis | Simple double-weighted Poisson regression analysis | Multiple double-weighted Poisson regression analysis | |
|---|---|---|---|---|
VARIABLES | Satisfied n = 5738 | Dissatisfied n = 975 | Crude PR (95% CI) | Adjusted PR (95% CI) |
Weighted % | Weighted % | |||
Users experience with outpatient consultation | ||||
I. Client focus | ||||
Wait time* | ||||
≤ 30 min | 87.8 | 12.2 | 1.15 (1.11; 1.90) | 1.11 (1.07; 1.14) |
> 30 min | 76.1 | 23.9 | Ref. | Ref. |
II. Respect | ||||
Specialist greeted patient at the beginning of the consultation* | ||||
Yes | 85.8 | 14.2 | 1.21 (1.15; 1.28) | 1.04 (0.99; 1.09) |
No | 70.7 | 29.3 | Ref | Ref. |
Specialist gave the patient an opportunity to talk about health-related concerns* | ||||
Yes | 85.1 | 14.9 | 1.25 (1.17; 1.34) | 1.11 (1.03; 1.19) |
No | 67.8 | 32.2 | Ref. | Ref. |
Specialist listened to the patient with attention and without interruptions* | ||||
Yes | 85.8 | 14.3 | 1.44 (1.32; 1.56) | 1.16 (1.05; 1.29) |
No | 59.7 | 40.3 | Ref. | Ref. |
Specialist answered clearly patients’ questions* | ||||
Yes | 85.5 | 14.5 | 1.46 (1.34; 1.59) | 1.17 (1.04; 1.31) |
No | 58.6 | 41.4 | Ref. | Ref. |
Specialist resolved patients´ doubts about the health-related self-care* | ||||
Yes | 86.5 | 13.5 | 1.27 (1.20; 1.34) | 1.16 (1.11; 1.22) |
No | 68.3 | 31.7 | Ref. | Ref. |
III. Competent care | ||||
Specialist performed clinical examination* | ||||
Yes | 58.5 | 14.5 | 1.13 (1.09; 1.18) | 1.06 (1.02; 1.11) |
No | 75.6 | 24.4 | Ref. | Ref. |
IV. Quality of basic amenities | ||||
Hospital’s cleanliness* | ||||
Good, very good | 87.1 | 12.9 | 1.28 (1.21; 1.34) | 1.19 (1.14; 1.26) |
Regular, bad or terrible | 68.2 | 31.8 | Ref. | Ref. |
V. Quality impact on financial risk protection | ||||
Patients received all prescribed medicines in the hospital pharmacy* | ||||
Yes | 83.5 | 16.4 | 1.16 (1.03; 1.31) | 1.09 (0.97; 1.21) |
No | 71.8 | 28.2 | Ref. | Ref. |
Did not have any prescription to fulfill | 83.2 | 16.8 | 1.16 (1.03; 1.30) | 1.11 (0.99; 1.23) |
Covariates | ||||
Patients’ socio-demographic and clinical characteristics | ||||
Men | 83.6 | 16.4 | 0.99 (0.96; 1.02) | 1.00 (0.97; 1.03) |
Women | 82.8 | 17.2 | Ref. | Ref. |
Age groups* | ||||
≤ 35 years | 82.9 | 17.1 | Ref. | Ref. |
> 35 & ≤ 44 years | 81.3 | 18.7 | 0.98 (0.93, 1.03) | 1.00 (0.97; 1.04) |
> 44 & ≤64 years | 82,1 | 17.9 | 0.99 (0.95, 1.03) | 1.01 (0.97; 1.05) |
≥ 65 years | 86.2 | 13.8 | 1.04 (0.99, 1.08) | 1.04 (0.99; 1.09) |
Schooling | ||||
Incomplete elementary school or without formal education | 85.3 | 14.7 | 1.04 (0.99; 1.08) | 1.02 (0.98; 1.06) |
Compete elementary school | 84.1 | 15.9 | 1.02 (0.99; 1.06) | 1.01 (0.97; 1.05) |
Complete secondary school or higher | 82.2 | 17.8 | Ref. | Ref. |
Region of residence* | ||||
Stratum 1 | 87.2 | 12.8 | 1.07 (1.01; 1.13) | 1.09 (1.01; 1.17) |
Stratum 2 | 83.3 | 16.7 | 1.02 (0.97; 1.07) | 1.00 (0.95; 1.05) |
Stratum 3 | 82,6 | 17.4 | 1.01 (0.95; 1.07) | 1.03 (0.98; 1.08) |
Stratum 4 | 83.8 | 16.2 | 1.02 (0.97; 1.08) | 1.06 (1.01; 1.12) |
Stratum 5 | 79.1 | 20.9 | 0.97 (0.91; 1.03) | 1.03 (0.96; 1.10) |
Stratum 6 | 81.8 | 18.2 | Ref. | Ref. |
Stratum 7 | 85.9 | 14.1 | 1.05 (0.99; 1.10) | 1.04 (0.99; 1.08) |
Level of healthcare* | ||||
Secondary | 81.8 | 18.2 | Ref. | Ref. |
Tertiary | 89.4 | 10.6 | 1.09 (1.07; 1.12) | 1.08 (1.05; 1.11) |
Type of specialty consultation | ||||
Medical-surgical consultation | 82.1 | 17.9 | 1.03 (0.99; 1.05) | 1.02 (0.99; 1.06) |
Clinical specialties consultation | 84.2 | 15.8 | Ref. | Ref. |
Cause of specialty consultation | ||||
Neoplasms | 83.8 | 16.2 | 1.04 (0.97; 1.13) | 1.05 (0.98; 1.12) |
Endocrine, nutritional and metabolic diseases | 87.3 | 12.7 | 1.09 (1.01; 1.17) | 1.07 (0.99; 1.14) |
Mental, behavioural disorders and diseases of the nervous system | 86.3 | 13.7 | 1.08 (0.99; 1.17) | 1.08 (0.98; 1.19) |
Diseases of the eye and adnexa | 81.2 | 18.8 | 1.01 (0.93; 1.10) | 1.00 (0.93; 1.08) |
Diseases of the respiratory system and diseases of the ear | 83.9 | 16.1 | 1.05 (0.98; 1.14) | 1.04 (0.96; 1.13) |
Diseases of the circulatory system | 83.6 | 16.4 | 1.04 (0.96; 1.13) | 1.01 (0.93; 1.09) |
Diseases of the digestive system | 81.1 | 18.9 | 1.01 (0.92; 1.11) | 1.00 (0.91; 1.10) |
Diseases of the musculoskeletal system and connective tissue | 78.9 | 21.1 | 0.98 (0.91; 1.07) | 1.01 (0.93; 1.10) |
Diseases of the genitourinary system | 84.6 | 15.4 | 1.05 (0.98; 1.13) | 1.07 (1.004; 1.14) |
Pregnancy, childbirth and the puerperium | 85.2 | 14.8 | 1.06 (0.98; 1.15) | 1.04 (0.97; 1.11) |
Injury, poisoning and other consequences of external causes | 80.1 | 19.9 | 0.99 (0.93; 1.07) | 1.02 (0.96; 1.09) |
Other diseases | 85.5 | 14.5 | 1.06 (0.98; 1.16) | 1.07 (0.98; 1.15) |
Factors influencing health status and contact with health services | 83.6 | 16.4 | 1.04 (0.96; 1.12) | 1.02 (0.95; 1.10) |
Symptoms, signs and abnormal clinical and laboratory findings, not elsewhere classified | 80.2 | 19.8 | Ref. | Ref. |