Satisfacción de los usuarios en relación a la calidad de servicios hospitalarios en Emergencia del Hospital General Guasmo Sur
Fecha
2019
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Carrera de Medicina
Resumen
Cuando se habla de Servicios Hospitalarios, hay que conocer que la calidad del servicio que se brinda es proporcional al nivel de satisfacción del usuario que tendrá cada paciente que es atendido.
Como problema general debemos reconocer cuan satisfechos se encuentran los usuarios externos con la calidad del servicio que se les ofrece a la hora de su atención.
El diseño de este trabajo es prospectivo no experimental.
Se les realizo una encuesta a 100 usuarios elegidos al azar, de todas las especialidades tanto como de Medicina Interna, Cirugía, Pediatría y Ginecología.
Las variables que tomar en cuenta fueron: TANGIBILIDAD, CAPACIDAD DE RESPUESTA, FIABILIDAD, SEGURIDAD Y EMPATIA.
Se obtuvo que el nivel de satisfacción de los Usuarios fue del 88% con una insatisfacción del 12% de las cuales repercute en variables, siendo Tangibilidad y Capacidad de respuesta.
El único déficit que encontramos al realizar nuestro trabajo fue la falta de señalización en el área intrahospitalaria y a su vez la falta de información por parte del personal que coloca las pulseras de colores en el área de Traje, en donde deberían explicarles sobre la Clasificación de Manchester, en donde indica que tiempo le tomara al paciente de espera hasta poder ser atendido.
When we talk about Hospital Services, we must know that the quality of the service provided is proportional to the level of user satisfaction that each patient will have. As a general problem we must recognize how satisfied of external users are with the quality of the service offered to them at the time of their attention. The design of this work is prospective, not experimental. A survey was conducted on 100 users chosen at random, from all specialties as well as Internal Medicine, Surgery, Pediatrics and Gynecology. The variables to be taken into account were: TANGIBILITY, RESPONSE CAPACITY, RELIABILITY, SECURITY AND EMPATHY. It was obtained that the level of satisfaction of the Users was 88% with a dissatisfaction of 12% of which affects variables, being Tangibility and Responsiveness. The only deficit we found when doing our work was the lack of signage in the inhospital area and in turn the lack of information from the staff that places the colored bracelets in the Suit area, where they should explain about the Manchester Ranking , where it indicates how long it will take the patient to wait until he can be seen.
When we talk about Hospital Services, we must know that the quality of the service provided is proportional to the level of user satisfaction that each patient will have. As a general problem we must recognize how satisfied of external users are with the quality of the service offered to them at the time of their attention. The design of this work is prospective, not experimental. A survey was conducted on 100 users chosen at random, from all specialties as well as Internal Medicine, Surgery, Pediatrics and Gynecology. The variables to be taken into account were: TANGIBILITY, RESPONSE CAPACITY, RELIABILITY, SECURITY AND EMPATHY. It was obtained that the level of satisfaction of the Users was 88% with a dissatisfaction of 12% of which affects variables, being Tangibility and Responsiveness. The only deficit we found when doing our work was the lack of signage in the inhospital area and in turn the lack of information from the staff that places the colored bracelets in the Suit area, where they should explain about the Manchester Ranking , where it indicates how long it will take the patient to wait until he can be seen.
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SATISFACCION DEL PACIENTE, CALIDAD DE LA ATENCION DE SALUD, SERVICIOS MEDICOS DE URGENCIA, ESTUDIOS PROSPECTIVOS, HOSPITAL GENERAL GUASMO SUR, CANTON GUAYAQUIL, ECUADOR, SERVICIOS HOSPITALARIOS