Evaluación de la satisfacción del usuario en la atención primaria de salud de las clínicas móviles del Gobierno Autónomo Descentralizado Zona 8.

Abstract

Primary Health Care (PHC) represents an important effort to achieve the guarantee of the right to health in the population. In the city of Guayaquil, the implementation of mobile clinics is an example of this initiative. However, these services as essential features should reflect accessibility and quality. Patient satisfaction can be a reliable measure of the quality of medical services. Thus, the main objective of this study was to evaluate the quality of service through the application of the Servqual model to know the satisfaction of the users served at the Mobile Clinics. Among the main findings, it was possible to determine that there is a gap between the expectations and perceptions of the users, being more extensive in the aspects related to the tangible elements of the service. Based on the results and the various advances found at the international level in the PHC, a strategic framework is proposed with actions aimed at improving the efficiency and quality of mobile clinics with the Municipal Directorates as the main managers of said actions.