Estudio de la calidad de atención y la satisfacción del paciente de la consulta externa del “Hospital Roberto Gilbert Elizalde de Guayaquil".

Abstract

Health is a right of people and health institutions of the city of Guayaquil provide services to patients who attend medical centers. The objective of this study is to determine the quality of attention to users through the application of instruments to know the patient satisfaction of the outpatient clinic of the Roberto Gilbert Elizalde Hospital in Guayaquil and proposal of a strategy to improve user satisfaction. The Servqhos questionnaire was adapted and the instrument was applied to 400 relatives of children under the age of five who attend the Roberto Gilbert Elizalde hospital. It is necessary to apply strategies to improve the waiting time in the outpatient clinic of the health institution. In addition, training and improvements in modern equipment. The internal consistency Cronbach's alpha was 0.956 while the KMO was 0.913. In addition, four factors were obtained with 71.12% of the variance explained. With the information obtained, an improvement plan for the quality of the services of the Roberto Gilbert Elizalde Hospital in Guayaquil is carried out.