Atención telefónica y calidad percibida en los servicios de atención primaria en España

Abstract

The present study has a twofold objective. On the one hand, we analyze in a comparative way the level of perceived quality with respect to face-to-face and telephone primary care services in Spain during the COVID-19 pandemic. On the other hand, we studied the social and demographic determinants that may influence the level of satisfaction regarding telephone consultation. To this end, we used the Health Barometer 3357 (first wave) prepared by the Sociological Research Center (CIS) (2022). The information associated with the study variables that make up our model was analyzed descriptively and inferentially by means of ordinal regression analysis. The results, interpreted following the dimensions that articulate the SERVPERF model, indicate a lower level of telephone consultation in the categories of safety, reliability, empathy and responsiveness. In addition, patients attended by telephone have a lower level of satisfaction. However, we found no relationship between sociodemographic variables and the level of satisfaction with the telephone consultation. In conclusion, we must point out the risks presented by the expansion and increase of the telephone consultation modality in primary care services and its negative impact in terms of depersonalization and quality.