Calidad de los servicios médicos y su relación con la satisfacción de los pacientes del Hospital General Guasmo Sur de la ciudad de Guayaquil.

Abstract

Currently, health institutions must guarantee health to people because the Ecuadorian Constitution stipulates it in Article 32. The purpose of this study is to analyze the quality of medical services and patient satisfaction through the application of a validated instrument to propose possible improvement plans in the General Guasmo Sur Hospital in the city of Guayaquil. The Serqhos questionnaire of Parasuraman and colleagues was adapted to 500 patients from a random sample due to the feasibility of surveys. The questionnaire was validated with the Cronbach's Alpha validated result (0.91). 59% of the respondents are women while 41% are men. In addition, 70.45% mentioned that they were attended in less than an hour where they received the attention relevant to the case, only 0.24% waited their turn more than 4 hours due to the priority given to patients by the degree of complication. The 80.94% is satisfied with the time he waited in the Hospital Sur del Guasmo. These and more are the questions asked in satisfaction surveys for the hospitalized user in the different rooms of the Guasmo Sur General Hospital. For the validation of the questionnaire, quantitative techniques were applied. Finally, the quality of medical services is highly correlated with the satisfaction of HGGS patients.