RESUMO
OBJECTIVE: To study user expectations on the portfolio of services and the care provided in the hospital San Juan de Dios del Aljarafe; to find out which aspects of the care provided are the most and least valued by the users; to provide more knowledge on the portfolio of services to the general public. MATERIALS AND METHOD: We carried out a cross-sectional study in which 66 users of the Aljarafe healthcare district took part. They were divided into 9 focus groups according to age. RESULTS: We collected 148 responses on expectations that were classified into 8 subjects and 20 categories. The most common responses were: to have medical information on demand for patients and relatives, to get to know all the services provided by the hospital and to receive a friendly and humane treatment from the professionals. In terms of accessibility, the most common responses were: to have minimum waiting lists, to have a better bus service, to improve the management of appointments and that all medical specialties are offered. Other aspects mentioned were: appropriate cleanliness of the premises, single and comfortable rooms and patient follow-up and coordination between primary care and specialised care. CONCLUSIONS: Among the types of expectations expressed by users, we identified aspects that produce great satisfaction (such as single rooms and friendly treatment), aspects that are well valued but need to be improved (such as those concerning waiting lists, performance of diagnostic tests and management of appointments) and aspects that are clearly improvable (such as transport, information, knowledge about the portfolio of services and the offer of medical specialties).
