Calidad de atención del servicio de emergencia basado en el triaje en atención primaria
Fecha
2022
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Carrera de Medicina
Resumen
Introducción: Los servicios de salud tienen como obligación con la población de brindar un servicio de calidez y calidad. La cual engloba todos los elementos que el usuario puede observar y medir que conllevan a una atención satisfactoria. Durante estos años debido a la pandemia por el SARSCOV2 se vio una gran problemática que fue la de conservar la calidad de servicio habiendo escasez de material, personal médico y medicación OBJETIVO: Analizar la calidad de atención en el servicio de emergencia basado en el triaje en atención primaria. METODOLOGIA: Será de tipo observacional, descriptivo de corte transversal y retrospectivo con método descriptivo y analítico, para este propósito se realizarán encuestas dirigidas al usuario que acude al área de emergencias del Centro de Salud Materno Infantil Bastión Popular tipo C, además del personal de salud encargado de la atención primaria, durante el periodo de enero a marzo 2022. Se tomó una muestra de 150 personas que realizaron la encuesta tomado de un universo de 6953 personas atendidas en el servicio de emergencia. Se utilizó la encuesta tipo SERVQUAL con resultados medidos según la escala de Likert. RESULTADOS: Al realizar el análisis de los resultados pudimos observar que las variables dentro de la dimensión de Elementos Tangibles como tecnología biomédica, señalización y presentación del personal de salud obtuvieron un 96% de satisfacción junto con seguridad recibiendo un 91% de satisfacción. Se determinó que el nivel de satisfacción total del estudio es del 79%. Palabras clave: calidad, triaje, emergencia, servicio.
INTRODUCTION: Health services as an obligation to the population have to provide a quality and hospital service. Which encapsulates every element that the patient can observe and measure that adequate to a satisfactory health attention. During these past couple of years, as a result of the pandemic SARS-COV 2, we could observe a great problem which was to preserve the level of quality of service having less material, human resources and medication. OBJECTIVE: To analyze the quality of care in the emergency service of the Bastión Popular type "C" health center. METHODOLOGY: It will be an observational, descriptive cross-sectional and retrospective type with a descriptive and analytical method. For this purpose, surveys will be carried out aimed at the user who attends the emergency area of the Maternal and Child Health Center Bastión Popular type C, in addition to the personnel of health in charge of primary care, during the period from January to March 2022. we took a 150 people sample which filled up the surveys taken from a universe of 6953 people who came and had a health attention through the Emergency service. We used the SERVQUAL type survey which results were measured with the Likert scale. RESULTS: The results obtained in the surveys carried out with external users, the dimensions with the greatest satisfaction are tangible elements with a total percentage of 96% and security with a percentage of total of 91%, in addition the level of total satisfaction of the study is 79%. CONCLUSIONS: the dimension that had the highest score was the "Tangible Elements" that evaluates criteria such as biomedical technology, in-hospital and out-of-hospital signage, staff presentation. Despite the problems of the Ecuadorian Health System, it is concluded that the quality of care of the Maternal and Child Health Center Type C of Bastión Popular is within the national parameters of satisfaction of quality of service. Keywords: quality, triage, emergency, service.
INTRODUCTION: Health services as an obligation to the population have to provide a quality and hospital service. Which encapsulates every element that the patient can observe and measure that adequate to a satisfactory health attention. During these past couple of years, as a result of the pandemic SARS-COV 2, we could observe a great problem which was to preserve the level of quality of service having less material, human resources and medication. OBJECTIVE: To analyze the quality of care in the emergency service of the Bastión Popular type "C" health center. METHODOLOGY: It will be an observational, descriptive cross-sectional and retrospective type with a descriptive and analytical method. For this purpose, surveys will be carried out aimed at the user who attends the emergency area of the Maternal and Child Health Center Bastión Popular type C, in addition to the personnel of health in charge of primary care, during the period from January to March 2022. we took a 150 people sample which filled up the surveys taken from a universe of 6953 people who came and had a health attention through the Emergency service. We used the SERVQUAL type survey which results were measured with the Likert scale. RESULTS: The results obtained in the surveys carried out with external users, the dimensions with the greatest satisfaction are tangible elements with a total percentage of 96% and security with a percentage of total of 91%, in addition the level of total satisfaction of the study is 79%. CONCLUSIONS: the dimension that had the highest score was the "Tangible Elements" that evaluates criteria such as biomedical technology, in-hospital and out-of-hospital signage, staff presentation. Despite the problems of the Ecuadorian Health System, it is concluded that the quality of care of the Maternal and Child Health Center Type C of Bastión Popular is within the national parameters of satisfaction of quality of service. Keywords: quality, triage, emergency, service.
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CALIDAD DE LA ATENCION DE SALUD, PANDEMIA, CORONAVIRUS, EPIDEMIOLOGIA DESCRIPTIVA, ESTUDIOS RETROSPECTIVOS, CENTRO DE SALUD MATERNO INFANTIL BASTION POPULAR, CANTON GUAYAQUIL, ECUADOR