Patient perspectives on the promptness and quality of care of road traffic incident victims in Peru: a cross-sectional, active surveillance study.

BACKGROUND: Road injuries are the second-leading cause of disease and injury in the Andean region of South America. Adequate management of road traffic crash victims is important to prevent and reduce deaths and serious long-term injuries. OBJECTIVE: To evaluate the promptness of health care services provided to those injured in road traffic incidents (RTIs) and the satisfaction with those services during the pre-hospital and hospital periods. METHODS: We conducted a cross-sectional study with active surveillance to recruit participants in emergency departments at eight health care facilities in three Peruvian cities: a large metropolitan city (Lima) and two provincial cities (an urban center in the southern Andes and an urban center in the rainforest region), between August and September 2009. The main outcomes of interest were promptness of care, measured by time between injury and each service offered, as well as patient satisfaction measured by the Service Quality (SERVQUAL) survey. We explored the association between outcomes and city, type of health care facility (HCF), and type of provider. RESULTS: We recruited 644 adults seeking care for RTIs. This active surveillance strategy yielded 34% more events than anticipated, suggesting under-reporting in traditional registries. Median response time between a RTI and any care at a HCF was 33 minutes overall and only 62% of participants received professional care during the initial "golden" hour after the RTI. After adjustment for various factors, there was strong evidence of higher global dissatisfaction levels among those receiving care at public HCFs compared to private ones (odds ratio (OR) 5.05, 95% confidence interval (CI) 1.88-13.54). This difference was not observed when provincial sites were compared to Lima (OR 1.41, 95% CI 0.42-4.70). CONCLUSIONS: Response time to RTIs was adequate overall, though a large proportion of RTI victims could have received more prompt care. Overall, dissatisfaction was high, mainly at public institutions indicating much need for improvements in service provision

Diseño y validación de una prueba para evaluar la disposición hacia el servicio al cliente. Línea de investigación e integración curricular en psicología jurídica y criminología

16 p.El servicio al cliente es crítico en el éxito de las organizaciones, ya que son los empleados quienes gestionan la relación entre estas y los consumidores de sus bienes y servicios; con esto, se debe tener en cuenta que la percepción que tienen los empleados es diferente a la que realizan los usuarios, por lo que se puede afirmar que la percepción de la calidad resulta de la comparación que hacen los clientes entre sus expectativas y la percepción de cómo se les ha prestado el servicio (Hirmukhe, 2012; Kheng, Mohamad, Ramayah & Mosahab, 2010). Esta percepción de calidad del servicio se ve afectada por el compromiso organizacional de los empleados, así como por su motivación y satisfacción laboral (García & Forero, 2014; Walsh & Deery, 2006).Introducción La teoría de respuesta al ítem y el modelo de Rasch Construcción de pruebas: diseño basado en la evidencia Método Resultados Discusión Referencia