Health and Safety
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DESCRIPTION
SAMUR - Protección Civil has implemented a new early information collection and communication system that allows users to provide their opinions on the quality of care received, thereby enabling citizens to play an active role, in real time, in the continual improvement of an outpatient emergency service.
To this end, a universal system has been implemented which sends a survey via SMS to the phone of the service requester or patient assisted, after care has been provided. The survey has been translated into various languages to allow responses to be collected from people of other nationalities.
Sending surveys via SMS has increased user participation by 400% in comparison to the previous method of recruitment via telephone sampling. This has deepened knowledge of users’ opinions on quality and increased their influence on improving the service.
Knowledge of users’ perceptions of the quality of care received from health workers allows the medical assistance process to be improved.
OBJECTIVES
- Increase citizen participation in designing (improving) the medical assistance process and quality control thereof by taking into account their ratings of the care received
- Increase engagement among those involved in improving the medical assistance process following receipt of user satisfaction feedback
DURATION
Surveying of service requesters began on 5 October 2020 and of patients in February 2021, and continues to date (ongoing surveys).
BUDGET
The project is sustainable, automated and linked to medical assistance quality assessments, with no additional expenditure required.
THE PROJECT IN NUMBERS
400% increase in the number of people surveyed
ADDITIONAL INFORMATION
SAMUR & Protección Civil website >>
Citizens’ Perceptions// Safety and Emergencies >>
