Incidencia de la calidad de los servicios de salud del laboratorio clínico en la satisfacción de los usuarios del Centro Clínico Quirúrgico Ambulatorio Hospital Del Día Sur Valdivia.

Abstract

With the purpose of analyzing the quality of the health services of the clinical laboratory of the Hospital CCQA of the day South Valdivia to design indicators that measure the satisfaction of users, was conducted a quantitative, not experimental, cross-sectional, correlational and descriptive; to do this was to apply a survey, using the parameters of the SERVQUAL model, a sample of 147 people who attended the clinical laboratory between 16 and 27 April 2018. The data were processed using the SPSS statistical analysis tool v23, yielding some results, which allowed to determine the variables that are mainly involved in the quality of the service offered by this laboratory; in terms of the perception of quality of the service received is that 87.1% are not satisfied in contrast of the remaining 12.9% deemed to have received attention commensurate with their needs. The studied dimensions were found with high levels of discrepancy between expectations and perceptions: with one greater gap is reliability - 3.87; still tangible elements - 3.84; accessibility - 3.05; -2.88 response capacity; and, finally, with one smaller gap, empathy with - 2.75. In order to address these issues and find ways of improvement, we designed a plan that includes some indicators that address different areas of work of the clinical laboratory, through three major axes: process-oriented Organization of the focus on the patient and continuous professional development.