Relación entre la percepción de la calidad de servicios médicos y la satisfacción de los pacientes del área de emergencia del Hospital Básico Balzar.

Abstract

Medical care is one of the priority services for the population to achieve their goals around the quality of life. The health services in the Balzar canton present deficiencies, especially at the public level. Thus, the main objective of the study was to evaluate the relationship between the perception of the quality of medical service and the satisfaction of patients in the Balzar Basic Hospital to propose a quality management model. The literature suggests that patient satisfaction can be an essential element for the proposal of actions that improve medical care, so the Servperf instrument was chosen for the survey and analysis of quality levels in the hospital. The results suggest that there are low levels of satisfaction regarding aspects related to response times, administrative processes and available hospital capacity. In addition, it was possible to determine a statistically significant relationship between the quality of care and patient satisfaction. Based on this, we propose the implementation of a quality management model based on the EFQM, a European model. The main strategies are elaborated around the elements of: leadership, strategies and policies, alliances and process management; whose expected results are directed: the staff, the users, the society and the institution.