ASSESSMENT OF PATIENTS EXPECTATIONS BEFORE ADMISSION IN A TERTIARY-CARE CENTER

BACKGROUND: The customer's final satisfaction with health services dep ends, to some extent, on the relationship between expectancy and perce ived quality. Focus groups technique helps in the knowledge of those a ttributes that patients identified as perceived quality. MATERIAL AND METHODS: The study was performed in the Hospital Clinic i Provincial o f Barcelona (HCPB), Spain, by selecting a sample of patient's included in the admission's waiting list (1994) of three common procedures: le ns extraction, abdominal hernia repair and routine pregnancy control. The patients were distributed in 12 different semi-structurated interv iew groups (focus groups) and video-taped. From the analysis of those tapes, the main concerns and aspects highlighted by consumers were ide ntified, following a common set of rules: wording, context, internal c onsistency, precision/vagueness of answers and basic ideas. RESULTS: A total of 106 patients attend the interview. Patients with loss of vis ual acuity underscore the contribution of quality of life improvement expected from the procedure (technical quality of the surgical procedu re, physical improvement and final outcomes). Patient's with abdominal hernia repair highlight the appearance and comfort of hospital settin g as the most important item. Pregnant women emphasize the importance of a good follow-up process after delivery, as well as the need for in dividual services (dignity and intimate). CONCLUSION: The semi-structu red interview method (focus group) could be applied in the context of our hospitals, and contribute to improve quality management at our ins titutions, making effective the patient participation.