Satisfacción de los usuarios externos en relación a la calidad del servicio de salud en el área de hospitalización
Fecha
2022
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Carrera de Médicina
Resumen
El presente estudio se realizó en Hospital Santamaría ubicado en la parroquia Ayacucho de la ciudad de Guayaquil, categorizado por el MSP como un centro hospitalario de segundo nivel de atención que cuenta con una capacidad instalada de 27 camas hospitalarias distribuidas en UCI, emergencia y hospitalización además de servicios de consulta externa, laboratorio clínico y patológico y de un centro de imágenes.
Para cumplir este propósito se analizó la información a través de un cuestionario, con la finalidad de determinar las principales limitaciones en la atención a los pacientes en el área de Hospitalización, y cómo estos afectan en la percepción de la calidad del usuario en relación al servicio recibido.
El estudio realizado es de tipo prospectivo, descriptivo, de diseño transversal, no experimental.
Se les realizo el cuestionario SERVQHOS a 120 usuarios externos atendidos en el área de Hospitalización.
Las variables analizadas en nuestro estudio fueron: TANGIBILIDAD, CAPACIDAD DE RESPUESTA, FIABILIDAD, SEGURIDAD Y EMPATIA.
Los resultados de la encuesta reflejaron: las variables con mejores resultados fueron Seguridad y Empatía con 97 % y 88 % de satisfacción respectivamente, la cual abarca diferentes aspectos, como la confianza y la amabilidad que reciben de parte del personal de la institución.
El mayor nivel de insatisfacción la obtuvo la dimensión de aspectos tangibles con el 19 % de usuarios insatisfechos y capacidad de respuesta de los servicios de salud 20%.
This study was conducted at Hospital Santamaría, located in the Ayacucho parish of the city of Guayaquil, categorized by the Ministry of Public Health as a second level hospital center with an installed capacity of 27 hospital beds distributed in ICU, emergency and hospitalization, in addition to outpatient services, clinical and pathological laboratory and an imaging center. In order to fulfill this purpose, the information was analyzed through a survey, with the purpose of determining the main limitations in patient care in the hospitalization area, and how these affect the user's perception of quality in relation to the service received. The study was a prospective, descriptive, cross-sectional, non-experimental design. A survey was made to 120 external users attended in the Hospitalization area to whom the SERVQHOS questionnaire was administered. The variables analyzed in our study were: TANGIBILITY, RESPONSIVENESS, RELIABILITY, SAFETY AND EMPATHY. The results of the survey showed: the variables with the best results were Safety and Empathy with 97% and 88% of satisfaction respectively, which covers different aspects, such as the trust and kindness received from the institution's personnel. The highest level of dissatisfaction was obtained in the dimension of tangible aspects with 19% of dissatisfied users and responsiveness of health services with 20%. Key
This study was conducted at Hospital Santamaría, located in the Ayacucho parish of the city of Guayaquil, categorized by the Ministry of Public Health as a second level hospital center with an installed capacity of 27 hospital beds distributed in ICU, emergency and hospitalization, in addition to outpatient services, clinical and pathological laboratory and an imaging center. In order to fulfill this purpose, the information was analyzed through a survey, with the purpose of determining the main limitations in patient care in the hospitalization area, and how these affect the user's perception of quality in relation to the service received. The study was a prospective, descriptive, cross-sectional, non-experimental design. A survey was made to 120 external users attended in the Hospitalization area to whom the SERVQHOS questionnaire was administered. The variables analyzed in our study were: TANGIBILITY, RESPONSIVENESS, RELIABILITY, SAFETY AND EMPATHY. The results of the survey showed: the variables with the best results were Safety and Empathy with 97% and 88% of satisfaction respectively, which covers different aspects, such as the trust and kindness received from the institution's personnel. The highest level of dissatisfaction was obtained in the dimension of tangible aspects with 19% of dissatisfied users and responsiveness of health services with 20%. Key
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ATENCION AMBULATORIA, GARANTIA DE LA CALIDAD DE ATENCION DE SALUD, URGENCIAS MEDICAS, HOSPITAL SANTAMARIA, CANTON GUAYAQUIL, ECUADOR