Users of the health centres in the Community of Madrid rate Primary Care with an 86.3% satisfaction, the best figure since measurements began. The treatment by professionals and the ease of resolving queries are highlighted.
The Ministry of Health has made public the results of the Primary Care satisfaction survey, which reflect an 86.3% satisfaction among users of Madrid's health centres. This figure represents an increase of seven points compared to 2022, when it stood at 78.93%, and becomes the best historical record of the series.
The study, conducted by the Primary Care Management, also reveals a score of 66 points on the Net Promoter Score (NPS), an international indicator that measures patients' willingness to recommend the service. Four years ago, when this survey began, that indicator was 51 points.
Among the most highly valued aspects, with an average score of 4.8 out of 5, are the treatment and kindness of Nursing and Family Medicine professionals, as well as the clarity of the information provided during the consultation. The ease of asking questions and the time dedicated to care are also highlighted.
Waiting times on the same day of the consultation receive a score of 4.5 out of 5, as does the ease of contacting the health centre or the healthcare professionals. Trust in the service is consistent across all age groups and between men and women, although those over 69 years old show the highest rating, with 73 points on the NPS, followed by the 50 to 69 age group, with 67.
A Continuous Survey Since 2022
The survey has been conducted systematically since April 2022 by sending SMS messages to patients, family members, or caregivers attended in person at health centres. In the latest wave, conducted in May, nearly 18,000 users participated.
This tool allows the Primary Care Management to continuously gather citizens' experiences, analyse their evolution, and guide improvement measures. The results align with the latest Satisfaction Survey of the Madrid Health Service (SERMAS), according to which nine out of ten users recommend their health centre and more than 90% declare themselves satisfied with the assistance received.
For the residents of the Community of Madrid, these figures represent support for the current model of Primary Care, although the ministry insists that active listening to citizens will continue to be the basis for introducing improvements in health centres.
The next wave of the survey is scheduled for the coming months, and the results will be published on the official channels of the Community of Madrid.
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