Adolescent Friendly Services: quality assessment with simulated users.

Abstract:

OBJECTIVE:To assess the quality of adolescent friendly health services. METHODS:Qualitative assessment using the simulated user technique in first level clinics of Health Services of Morelos, Mexico, during 2018. Ten out of 17 facilities with non-exclusive adolescent friendly services were randomly selected. An additional facility with exclusive adolescent friendly services was included as an intensive subsample. Four adolescents served as simulated users interpreting different cases in the clinics. The total of 43 semi-structured exit interviews were conducted, and two nominal groups were made to assess the perceived quality from the adolescents' perception of friendliness and experience. Thematic analysis of the data obtained was performed. RESULTS:Staff attitude was highlighted as a key element in the adolescents' experience. Failures were found, such as the existence of bureaucratic barriers to access, lack of signage in clinics, lack of privacy and confidentiality, failure of physical examination during the appointment and lack of monitoring of the reasons for appointment. The exclusive clinic for adolescents offered more appropriate friendly services compared with nonexclusive clinics. CONCLUSION:Although the service is accessible in most of the clinics visited, it is still far from being friendly according to international recommendations. The exclusive clinic for adolescents stood out for having better structured mechanisms that can be implemented in nonexclusive clinics to improve the care process.

journal_name

Rev Saude Publica

journal_title

Revista de saude publica

authors

Pastrana-Sámano R,Heredia-Pi IB,Olvera-García M,Ibáñez-Cuevas M,Castro F,Hernández AV,Torres-Pereda MDP

doi

10.11606/s1518-8787.2020054001812

subject

Has Abstract

pub_date

2020-04-06 00:00:00

pages

36

eissn

0034-8910

issn

1518-8787

pii

S0034-89102020000100231

journal_volume

54

pub_type

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