Calidad de la atención en el proceso prenatalinformación, satisfacción y fidelización de pacientes

Abstract

The drop in the birth rate in Spain, and its repercussion in terms of patient loyalty in the HUQSM center, motivated us to investigate the needs of pregnant women and the factors influencing loyalty to their health center. Patients demand informative from health centers to help them meet their information needs on aspects related to th gestational process, and thus improve their health literacy. The digital transformation that healthcare is undergoing requires the availability of digital tools as a means communication with patients. The main objective of the study was to analyze the factors that intervene in the experience of women during pregnancy and to evaluate the impact of a digital information program on perceived quality and loyalty to the health center. During the research process, the pandemic emerged, which led to a parallel investigation related to the access of information of pregnant women in such exceptional circumstances. At the methodological level, four studies were carried out in sequence during the research process using a mixed paradigm. The first was through Delphi methodology through a consensus of experts. The following two were quantitative, observational, crosssectional, descriptive ambispective and prospective studies. The last one carried out a qualitative study through phenomenology. Patients attending the HUQSM were assessed through telephone surveys, selfreferred questionnaires and semi-structured interviews including different aspects related to well-being, perceived sense of partnership, and satisfaction of their information needs, as well as the analysis of factors related to the influence of the program in their intention and decision to build loyalty with the center. The results and conclusions obtained suggest that pregnant women demand informative content related to their pregnancy and the provision of this is related to their loyalty to the health center. The implementation of a digital Newsletter with specific information reduced the demand for information from pregnant women during their pregnancy follow-up consultations, generating high levels of satisfaction and positively influencing the decision to retain loyalty with the Center. The obstetric professionals who attended the patients showed high levels of satisfaction with the program since it has allowed them to speed up the consultations as the patients had less although more specific queries about their pregnancies.