Satisfacción y calidad de los servicios percibidos por los usuarios externos del Centro de Salud Venus de Valdivia.

Abstract

At present, the application of the concept of quality to health services is gaining increasing importance. However, implementing a system for its management is not an easy task and requires a cultural change of the organization that involves all the actors of the institution in order to meet the needs and preferences of patients. There are many factors to consider when boosting performance with quality, but efforts should be directed to how things are done, standardize processes, accredit services. The research carried out aims to determine the factors associated with the satisfaction of users outside th e Venus Health Center of Valdivia in such a way that allows to know the level of satisfaction perceived and based on these results propose an improvement plan. To determine all the factors associated with satisfaction, a satisfaction questionnaire was developed that was aimed at 378 users. The procedure chosen was the Servqual method, which allowed knowing the levels of satisfaction of the users of the Health Center, one of the outcomes was the processes deficient in the supply of the pharmacy and the attention presented by the staff, for these results has been proposed training plans and new supply processes.