Calidad de Atención de Enfermería en los Servicios de Emergencia Hospitalaria 2023
Fecha
2023-09
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Universidad de Guayaquil, Facultad de Ciencias Médicas, Carrera de Enfermería
Resumen
El presente estudio tuvo como objetivo determinar la calidad de atención en el servicio de emergencia del Hospital General del Norte de Guayaquil IEES “Los Ceibos” en 2023. La metodología utilizada fue cuantitativa, combinando un enfoque bibliográfico con un diseño descriptivo y de corte transversal. Para evaluar la calidad del servicio, se empleó el cuestionario SERVQUAL, compuesto por 22 ítems, ampliamente utilizado en diversos sectores, incluyendo la atención médica. La población de estudio estuvo conformada por un total de 350 personas. La muestra seleccionada se utilizó un método probabilístico aleatorio simple fue de 212 participantes. Los resultados revelaron la percepción de la calidad de atención en cinco dimensiones: tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. En la dimensión de tangibilidad el 24.33% de los encuestados se manifestó totalmente insatisfecho, mientras que el 29.45% expresó estar totalmente satisfecho. En cuanto a la fiabilidad, el 18.14% se mostró totalmente insatisfecho y el 29.22% estuvo totalmente satisfecho. Para la capacidad de respuesta, el 9.28% se manifestó totalmente insatisfecho,
y el 21.38% totalmente satisfecho. En cuanto a la seguridad, el 8.02% expresó total insatisfacción, y el 31.72% total satisfacción. Finalmente, en la dimensión de empatía, el 24.41% se mostró totalmente insatisfecho, y el 25.15% totalmente satisfecho. Las conclusiones del estudio sugieren que es necesario enfocarse en mejorar aspectos relacionados con la tangibilidad, fiabilidad y empatía en el servicio de emergencia. Asimismo, se resalta la importancia de mantener un enfoque en la seguridad y capacidad de respuesta, áreas donde el servicio obtuvo mejores resultados.
The objective of this study was to determine the quality of care in the emergency service of the General Hospital of the North of Guayaquil IEES "Los Ceibos" in 2023. The methodology used was quantitative, combining a bibliographic approach with a descriptive and cross-sectional design. To evaluate the quality of the service, the SERVQUAL questionnaire was used, consisting of 22 items, widely used in various sectors, including medical care. The study population consisted of a total of 350 people. The sample selected using a simple random probabilistic method was 212 participants. The results revealed the perception of the quality of care in five dimensions: tangibility, reliability, responsiveness, security and empathy. In the tangibility dimension, it was observed that 24.33% of the respondents were totally dissatisfied, while 29.45% expressed being totally satisfied. Regarding reliability, 18.14% were totally dissatisfied, while 29.22% were totally satisfied. For the response capacity, 9.28% were totally dissatisfied, and 21.38% totally satisfied. Regarding safety, 8.02% expressed total dissatisfaction, and 31.72% expressed total satisfaction. Finally, in the dimension of empathy, 24.41% were totally dissatisfied, and 25.15% totally satisfied. The conclusions of the study suggest that it is necessary to focus on improving aspects related totangibility, reliability and empathy in the emergency service. Likewise, the importance of maintaining a focus on security and response capacity, areas where the service obtained better results, is highlighted
The objective of this study was to determine the quality of care in the emergency service of the General Hospital of the North of Guayaquil IEES "Los Ceibos" in 2023. The methodology used was quantitative, combining a bibliographic approach with a descriptive and cross-sectional design. To evaluate the quality of the service, the SERVQUAL questionnaire was used, consisting of 22 items, widely used in various sectors, including medical care. The study population consisted of a total of 350 people. The sample selected using a simple random probabilistic method was 212 participants. The results revealed the perception of the quality of care in five dimensions: tangibility, reliability, responsiveness, security and empathy. In the tangibility dimension, it was observed that 24.33% of the respondents were totally dissatisfied, while 29.45% expressed being totally satisfied. Regarding reliability, 18.14% were totally dissatisfied, while 29.22% were totally satisfied. For the response capacity, 9.28% were totally dissatisfied, and 21.38% totally satisfied. Regarding safety, 8.02% expressed total dissatisfaction, and 31.72% expressed total satisfaction. Finally, in the dimension of empathy, 24.41% were totally dissatisfied, and 25.15% totally satisfied. The conclusions of the study suggest that it is necessary to focus on improving aspects related totangibility, reliability and empathy in the emergency service. Likewise, the importance of maintaining a focus on security and response capacity, areas where the service obtained better results, is highlighted
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SEGURIDAD, ATENCIÓN, EMERGENCIA