Importancia del compromiso del personal sanitario para la satisfacción de los pacientes en Atención Primaria / Importance of health care personnel commitment for patient satisfaction in Primary Care

Conocer en qué medida el compromiso organizativo de los profesionales sanitarios de Atención Primaria es importante para la satisfacción de los pacientes. Estudio observacional, de corte transversal, cuantitativo, retrospectivo, y no controlado. Cuarenta centros de Atención Primaria pertenecientes al área de salud de Gran Canaria. Atención primaria. Seiscientos diecisiete profesionales sanitarios (46% médicos y 54% enfermeros) y 1.537 usuarios de los centros de Atención Primaria (35,39% hombres y 64,60% mujeres). Muestreo no probabilístico por conveniencia. Para evaluar el compromiso organizativo se usó un cuestionario autoadministrado a profesionales sanitarios de centros de Atención Primaria. La satisfacción de los pacientes se obtuvo mediante encuesta telefónica y las variables de control a partir de fuentes secundarias. Los datos se analizaron mediante regresión lineal múltiple. Para profundizar en los resultados se usaron también entrevistas semiestructuradas. El entorno socioeconómico de los centros de salud no influye en la satisfacción de los pacientes. El compromiso organizativo de los trabajadores influye positivamente en la satisfacción de los usuarios de los centros de salud. También se encontró que los profesionales más comprometidos tienen menos disponibilidad en sus agendas para citas a corto plazo. Las entrevistas sugieren que se debe a que dedican más tiempo a sus pacientes, lo cual hace que estén más satisfechos. El compromiso organizativo afectivo de los profesionales sanitarios es una actitud que permite mejorar la satisfacción de los pacientes, por ello, los gestores sanitarios deberían emplear prácticas dirigidas a fortalecer dicha actitud.(AU)

To know to what extent the organizational commitment of primary care health professionals is important for patient satisfaction. Observational, cross-sectional, quantitative, retrospective, and uncontrolled study. 40 primary care centers belonging to the health area of Gran Canaria. Primary care. 617 health professionals (46% doctors and 54% nurses) and 1,537 users of primary care centers (35.39% men and 64.60% women). Non-probability sampling for convenience. To evaluate organizational commitment, a self-administered questionnaire was used for health professionals in primary care centers. Patient satisfaction was obtained by telephone survey and control variables from secondary sources. The data were analyzed by multiple linear regression. To deepen the results, semi-structured interviews were also used. The socioeconomic environment of the health centers does not influence patient satisfaction. The organizational commitment of the workers has a positive influence on the satisfaction of the users of the health centers. It was also found that the most committed professionals have less availability in their schedules for short-term appointments. The interviews suggest that it is because they spend more time with their patients, which makes them more satisfied. The affective organizational commitment of health professionals is an attitude that allows improving patient satisfaction, therefore, health managers should use practices aimed at strengthening this attitude.(AU)

[Importance of health care personnel commitment for patient satisfaction in Primary Care]. / Importancia del compromiso del personal sanitario para la satisfacción de los pacientes en Atención Primaria.

To know to what extent the organizational commitment of primary care health professionals is important for patient satisfaction. Observational, cross-sectional, quantitative, retrospective, and uncontrolled study. 40 primary care centers belonging to the health area of Gran Canaria. Primary care. 617 health professionals (46% doctors and 54% nurses) and 1,537 users of primary care centers (35.39% men and 64.60% women). Non-probability sampling for convenience. To evaluate organizational commitment, a self-administered questionnaire was used for health professionals in primary care centers. Patient satisfaction was obtained by telephone survey and control variables from secondary sources. The data were analyzed by multiple linear regression. To deepen the results, semi-structured interviews were also used. The socioeconomic environment of the health centers does not influence patient satisfaction. The organizational commitment of the workers has a positive influence on the satisfaction of the users of the health centers. It was also found that the most committed professionals have less availability in their schedules for short-term appointments. The interviews suggest that it is because they spend more time with their patients, which makes them more satisfied. The affective organizational commitment of health professionals is an attitude that allows improving patient satisfaction, therefore, health managers should use practices aimed at strengthening this attitude.

Motivación por el servicio público de los profesionales de los centros de atención primaria: ¿qué es más importante el entorno o el apoyo directivo? / Public Service Motivation of the professionals of the primary care centers: What is more important the environment or the perceived supervisor support?

Objetivo: Explicar la Motivación por el Servicio Público de los profesionales sanitarios a partir de (a) el entorno social de su centro de trabajo y (b) el apoyo percibido por parte de sus supervisores. Diseño: Estudio observacional, de corte transversal, cuantitativo, retrospectivo, y no controlado. Emplazamiento: 40 centros de atención primaria pertenecientes al área de salud de Gran Canaria. Atención primaria. Participantes: 605 profesionales sanitarios de centros de atención primaria. 46% médicos y 54% enfermeros. Muestreo no probabilístico por conveniencia con tasa de respuesta del 53,3%. Mediciones principales: La variable dependiente es la Motivación por el Servicio Público de los profesionales sanitarios. Las variables independientes son el entorno social de los centros de atención primaria y el apoyo percibido por parte de los superiores. Los datos se analizaron mediante regresión lineal multinivel y regresión lineal múltiple. Resultados: Las variables del entorno de los centros de salud: renta de la población, porcentaje de personas mayores de 65 años, y la cantidad de población asignada a los centros, no influyen en la Motivación por el Servicio Público de los profesionales sanitarios. Por el contrario, el apoyo que estos perciben por parte de sus superiores sí impacta de forma significativa tanto en el factor compasión (β: 0,38; IC: 0,21-0,32) como en el compromiso por el interés público (β: 0,37; IC: 0,20-0,31). Conclusiones: El apoyo percibido por parte del supervisor ejerce una influencia significativa sobre la Motivación por el Servicio Público de los profesionales sanitarios. Sin embargo, el entorno social no afecta a este tipo de motivación.(AU)

Objective: Explain the Public Service Motivation of health professionals based on (a) the social environment of their workplace and (b) the perceived supervisor support. Design: Observational, cross-sectional, quantitative, retrospective, and uncontrolled study. Setting: Forty primary care centers belonging to the Gran Canaria health area, primary care. Participants: Six hundred and five health professionals from primary care centers. 46% doctors and 54% nurses. Non-probability convenience sampling with a response rate of 53.3%. Main measurements: The dependent variable is the Public Service Motivation of health professionals. The independent variables are the social environment of the primary care centers and the perceived supervisor support. Data were analyzed using multilevel linear regression and multiple linear regression. Results: The following variables of the environment of the healthcare centers: income of the population, percentage of people older than 65 years, and the amount of population assigned to the centers, do not influence the Public Service Motivation of health professionals. On the contrary, the support they receive from their superiors does have a significant impact on both the compassion factor (β: 0.38; CI: 0.21–0.32) and the commitment to the public interest (β: 0.37; CI: 0.20–0.31). Conclusions: The perceived supervisor support has a significant influence on the Public Service Motivation of health professionals. However, the social environment does not affect this type of motivation.(AU)

[Public Service Motivation of the professionals of the primary care centers: What is more important the environment or the perceived supervisor support?] / Motivación por el servicio público de los profesionales de los centros de atención primaria: ¿qué es más importante el entorno o el apoyo directivo?

OBJECTIVE: Explain the Public Service Motivation of health professionals based on (a) the social environment of their workplace and (b) the perceived supervisor support. DESIGN: Observational, cross-sectional, quantitative, retrospective, and uncontrolled study. SETTING: Forty primary care centers belonging to the Gran Canaria health area, primary care. PARTICIPANTS: Six hundred and five health professionals from primary care centers. 46% doctors and 54% nurses. Non-probability convenience sampling with a response rate of 53.3%. MAIN MEASUREMENTS: The dependent variable is the Public Service Motivation of health professionals. The independent variables are the social environment of the primary care centers and the perceived supervisor support. Data were analyzed using multilevel linear regression and multiple linear regression. RESULTS: The following variables of the environment of the healthcare centers: income of the population, percentage of people older than 65 years, and the amount of population assigned to the centers, do not influence the Public Service Motivation of health professionals. On the contrary, the support they receive from their superiors does have a significant impact on both the compassion factor (ß: 0.38; CI: 0.21-0.32) and the commitment to the public interest (ß: 0.37; CI: 0.20-0.31). CONCLUSIONS: The perceived supervisor support has a significant influence on the Public Service Motivation of health professionals. However, the social environment does not affect this type of motivation.