La calidad de la atención médica y su relación en la satisfacción de los pacientes postquirúrgicos del Centro Oftalmológico “Centro del Ojo”.

Abstract

Objective: To evaluate the quality of medical care and its relationship in the satisfaction of postsurgical patients of the ophthalmological center "Centro del Ojo" that allows to formulate strategies focused on continuous improvement. Methods: The research has a quantitative crosssectional design. The SERVQHOS questionnaire was adapted and applied to 344 people to determine the level of satisfaction of quality in the service that provides to its patients who were subjected to the different types of surgeries performed in “Centro del Ojo”. Results: Lower levels of satisfaction were established in the factors related to waiting time and hours of attention while patients were satisfied with the reliability, safety and kindness of the staff of the “Centro del Ojo”. Proposal: Improvement in communication with post-surgical patients, information on the care and check-up processes, the design and production of diffusion materials related to ophthalmology, adjustments and extended attention hours for patients. Conclusion: The application of focused strategies to solve the elements of intangible and tangible dissatisfaction will generate an improvement in the quality of service and user satisfaction.