La satisfacción del cliente como indicador de calidad en neurorehabilitación

2015

This paper tries to determine customer satisfaction degree from two perspectives: outsider customer (primary in patient and secondary in relatives) and insider customer (employee), being all of them indicators of quality of care in a neurorehabilitation centre. Results support clinician tendency of introducing patient satisfaction degree as an indicator, like effectiveness or efficiency, in order to value success treatment. This tendency allows to coordinate all actions in health care design in a such way that integrates professionals, patients and, in the case of a neurorehabilitation service, relatives perspectives.