The w-HEALTHQUAL

Abstract

The aim of this chapter is to develop a new scale that adequately measures patients' satisfaction with the healthcare from the user's perspective. Using information reported by patients about their experience and about the importance of certain aspects of primary care, a new measurement instrument is built: the w-HEALTHQUAL. It allows to adequately measuring patients' satisfaction with primary healthcare and is used to identify different areas of satisfaction in the health map of the Spanish region of Extremadura by means of a two-stage cluster analysis. Three groups of patients that differ between them in patients' level of satisfaction are identified, allowing for the categorization of each the centers in the region based on the satisfaction level of the patients they treat. The analysis suggests that a different distribution of healthcare may be needed so that a more effective healthcare can be delivered.