Satisfaction surveys and listening posts: how quality is assessed in Córdoba hospitals

The chronic problems of the health system become more acute in times of crisis. Public hospitals are receiving more demand -with the increase in unemployment rates-, while the private supply is concentrated in fewer and fewer hands.

At the same time, there are still obstacles from social security and prepaid health insurance companies when it comes to providing certain services and, in some disciplines, the implementation of co-payments -extra amounts that members must pay for practices or consultations- has become almost impossible to return.

For some time now, healthcare institutions have been collecting data to establish indicators. The aim is to measure the quality of the service provided and to bring the facility closer to the patients.

In some way, they try to channel those claims that do not reach the courts, that is, that do not materialize in an amparo action or in a civil lawsuit. From delays in appointments to building problems, to mistreatment or some perception about a specific service, all these parameters try to capture private clinics and public hospitals through different indicators.

A week ago, La Voz published a report on the figure of the "patient's ombudsman", a role that operates in Mendoza to channel this type of complaints that do not require legal action. Its head, Horacio Cuervo Zenié, acknowledged that more than 90% of these requests are resolved through informal channels, without having to resort to the courts.

What does Córdoba do to measure the quality of the services it provides?

>The hospital listens to you