Satisfacción de los usuarios externos en relación a la calidad de atención de salud en el servicio de consulta externa
Fecha
2022
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Carrera de Medicina
Resumen
La calidad de los servicios de salud es un tema con una importancia tanto global como nacional, es por eso que las instituciones de salud se ven más interesadas en ofrecer un servicio de calidad para satisfacer a los usuarios que son atendidos en su institución. Sin embargo, para poder lograr un servicio excelente se deben de complacer diversos aspectos que no son fácilmente medibles por ser intangibles. El presente trabajo es de tipo prospectivo, descriptivo, de diseño transversal no experimental que tiene como objetivo determinar la satisfacción de los usuarios externos en relación a la calidad de atención de salud en el servicio de consulta externa del Centro de Salud Tipo B de Piñas, se empleó el cuestionario SERVQUAL adaptado para el servicio de salud, con una muestra de 138 usuarios encuestados, las variables analizadas en el estudio fueron: tangibilidad, capacidad de respuesta, fiabilidad, seguridad y empatía. Los resultados fueron tangibilidad 96% y fiabilidad 94% de satisfacción, lo cual abarca diferentes aspectos los cuales pueden ser percibidos por el usuario. El mayor nivel de insatisfacción con un 25% lo obtuvo el tiempo de espera, ya que los usuarios refieren periodos de tiempo prolongados para ser atendidos. Palabras Claves: Calidad, cuestionario SERVQUAL, consulta externa, satisfacción.
The quality of health services is an issue with both global and national importance, which is why health institutions are more interested in offering a quality service to satisfy the users who are treated in their institution. However, in order to achieve excellent service, various aspects that are not easily measurable because they are intangible must be satisfied. The present work is prospective, descriptive, with a non-experimental cross-sectional design that aims to determine the satisfaction of external users in relation to the quality of health care in the outpatient service of the Piñas Type B Health Center. The SERVQUAL questionnaire adapted for the health service was used, with a sample of 138 surveyed users, the variables analyzed in the study were: tangibility, responsiveness, reliability, security and empathy. The results were 96% tangibility and 94% reliability of satisfaction, which covers different aspects which can be perceived by the user. The highest level of dissatisfaction with 25% was obtained by waiting time, since users refer long periods of time to be served. Keywords: Quality, SERVQUAL Questionnaire, Outpatient Visit, Satisfaction.
The quality of health services is an issue with both global and national importance, which is why health institutions are more interested in offering a quality service to satisfy the users who are treated in their institution. However, in order to achieve excellent service, various aspects that are not easily measurable because they are intangible must be satisfied. The present work is prospective, descriptive, with a non-experimental cross-sectional design that aims to determine the satisfaction of external users in relation to the quality of health care in the outpatient service of the Piñas Type B Health Center. The SERVQUAL questionnaire adapted for the health service was used, with a sample of 138 surveyed users, the variables analyzed in the study were: tangibility, responsiveness, reliability, security and empathy. The results were 96% tangibility and 94% reliability of satisfaction, which covers different aspects which can be perceived by the user. The highest level of dissatisfaction with 25% was obtained by waiting time, since users refer long periods of time to be served. Keywords: Quality, SERVQUAL Questionnaire, Outpatient Visit, Satisfaction.
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SATISFACCION DEL PACIENTE, SERVICIOS DE SALUD, USUARIOS EXTERNOS, CALIDAD DE ATENCION, ESTUDIOS RETROSPECTIVOS, EPIDEMIOLOGIA DESCRIPTIVA, CENTRO DE SALUD TIPO B, CANTON PIÑAS, ECUADOR