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Master Thesis

Enquête de satisfaction auprès des usagers de la PASS de l'Hôpital Saint-André de Bordeaux

Abstract : The PASS « Permanences d’Accès aux Soins de Santé », health center for precarious patients, was created in July 1998, as the result of the law against exclusions. The satisfaction of users evaluation has been mandatory since May 2008 due to the DHOS recommendations. Objectives. The principal objective of the study is to assess satisfaction of the PASS users. Secondary objectives are to determine dissatisfaction sectors for the users of PASS and to introduce a protocol for an Evaluation of Professionals Practices (EPP). This with the aim of improving the service provided. Methods. It is a descriptive forward-looking quantitative study conducted with the patients through individual interviews semi-managed between February and May, 2016. A simple questionnaire containing 11 closed questions with a scale of visual gradation and 4 open questions, translated into English and Spanish, was used to estimate the satisfaction of the patients. Results. 49 interviews were conducted with the users (26 men, 23 women) and 30 of whom have mastered French well. The users of PASS are generally very satisfied with their coverage (75.5%). The items found to be the most satisfying are the medical coverage (87.8 %), and the nursing interview and the reception received by the nursing staff (75.5 %). Those found to be the least satisfying are the waiting time, the help and the coverage brought by the social worker and the understanding of the social situation of the patient by the social worker. The problem of understanding and language barrier also emerges as a key theme during the medical consultation but also at the social consultation. Conclusion. The users of PASS are satisfied with their coverage. Nevertheless the areas of dissatisfaction identified by this research study provide focus areas where action can be taken to improve the quality of patients care.
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Master Thesis
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Submitted on : Monday, October 30, 2017 - 4:26:15 PM
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  • HAL Id : dumas-01611589, version 1



Agnès Franclet. Enquête de satisfaction auprès des usagers de la PASS de l'Hôpital Saint-André de Bordeaux. Médecine humaine et pathologie. 2017. ⟨dumas-01611589⟩



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