Determinación de un índice de satisfacción de atención médica basado en los principios de derechos humanos para el diseño de un plan estratégico en la consulta externa del cantón Eloy Alfaro.

Abstract

Within the health sector, patient satisfaction has taken an increasingly important role in quality assessment studies. The principles based on the human rights approach can serve as a basis for prioritizing patient satisfaction in medical care, going beyond quality in terms of technique and diagnosis. Thus, the main objective of this study was to determine an index of satisfaction based on the principles of human rights for the proposal of a strategic plan for the improvement of medical care in the Eloy Alfaro Canton. Through a user satisfaction assessment instrument applied to 878 participants and composed of dimensions such as waiting time, treatment of staff, adaptation of facilities, access, privacy and discrimination, it was determined that globally the sample reported high levels of satisfaction regarding medical services in the canton. However, some cases of little privacy in the consultation process and cases of discrimination were reported. Based on these results, a strategic plan is developed consisting of four axes that seek to respond to the principles such as accessibility, acceptability, equity, and availability of health care services in the aforementioned district.