Abstract
Design of healthcare services should consider the diversity of capabilities and needs of users with the purpose of delivering an efficient, effective and satisfactory service. The information delivery by service providers is a key element of the system that allows that users have a clear idea about how to use the service but also it has an effect on the perceived quality. The aim of this study was to identify the information needs of users in two stages in an external consultation service of Neurology. The study compiled 11 interviews with staff members and 32 questionnaires with users (patients and caregivers). Results show that overall patients were satisfied with the information received during the analysed stages. Nevertheless, the users manifested the need of receiving more and clearer information about waiting times, who is attending them and medical and administrative procedures that they have to follow before and after consultation. The results also emphasize the need to provide information not only face to face but using another communication channels to support the information delivery. It is important to concentrate efforts on designing service information considering users’ needs and abilities, especially the limited ability that the most vulnerable users might have.
Z. T. Galindo-Estupiñan, C. Aceves-Gonzalez, J. A. Rey-Galindo and E. L. Gonzalez-Muñoz—Master in Ergonomics.
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Acknowledgments
This study is part of the research project “Evaluation of Clinic of Cognitive Deterioration and Dementia of the Department of Neurology using the Inclusive Service Design Approach” with funds from the Mexican Government through PRODEP. Additionally, we are grateful with the Department of Neurology of the CMNO, IMSS for authorizing the execution of this research, as well as the collaboration of the staff members.
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Galindo-Estupiñan, Z.T., Aceves-Gonzalez, C., Rey-Galindo, J.A., Gonzalez-Muñoz, E.L. (2019). Information for Users as a Key Element to Delivering a Better Healthcare Service. In: Bagnara, S., Tartaglia, R., Albolino, S., Alexander, T., Fujita, Y. (eds) Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018). IEA 2018. Advances in Intelligent Systems and Computing, vol 818. Springer, Cham. https://doi.org/10.1007/978-3-319-96098-2_67
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