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Horizonte sanitario

versão On-line ISSN 2007-7459versão impressa ISSN 1665-3262


LOPEZ RONQUILLO, José Julio; RODRIGUEZ LEON, Alfonso  e  CASTILLO ORUETA, María Luisa. User satisfaction in the affiliation to Seguro Popular modules. Horiz. sanitario [online]. 2019, vol.18, n.1, pp.83-90. ISSN 2007-7459.


Identify the level of patient satisfaction (user) with respect to the perception of quality with the services received by the affiliator of Seguro Popular (SP).

Materials and Methods:

A Prospective and cross-sectional descriptive study was carried out in the affiliation and orientation modules (MAO) of the municipality of Cárdenas, Tabasco. A mixed survey instrument was applied, designed based on the State Health Services Supervision and Monitoring Model (MOSSSES for its initial in Spanish), the State Regimes of Social Protection in Health at the national level until 2016, the sections of “attention” and “waiting time” were taken, adapting the items to the context of the attention process during the user’s affiliation. The universe was 156,559 affiliated to the SP, the sample was calculated, using an error rate of 6%, a confidence level of 95% and a p = 0.5, resulting in a sample of 266 beneficiarles.


From the 266 beneficiaries surveyed, 92% were women, the average age of users was 32.62 years. 98% responded to be satisfied with the attention received in the MAO and that they would return to the same module to perform procedures, the main reasons were location and treatment received. Regarding the waiting time, 73.7% of the population reported being very satisfied with the waiting time, 23.3% satisfied, 2.6% perceived it as regular and 0.4% was dissatisfied.


The percentages obtained in the degrees of satisfaction for the attention received and the waiting time, show ample satisfaction with the service offered by MAOs, mainly for the treatment received and the location of it. The communication between staff and user was decisive in the satisfaction of user.

Palavras-chave : Quality of services; Health services; Patient satisfaction.

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