Calidad de servicio y su relación con satisfacción de los pacientes del Centro de Salud C, zona 7 de la provincia de El Oro.

Abstract

Health is a challenge of the Health System in the world and in Ecuador, it is a fundamental right, therefore, the result of medical care is measured in terms of effectiveness, efficiency, perception of the patient, sensation of their physical and mental well-being, and also for your satisfaction with the result achieved. The present investigation was carried out in the Health Center C of the city of Zaruma, with a sample of three hundred and seventy six patients, with the objective of constructing and analyzing the relationship between the quality of service and the satisfaction of the patients attended, determining the dimensions that significantly influence patient satisfaction. The methodology of the research corresponds to a mixed approach, in the quantitative was based on the Servperf model, whose techniques and research instruments used were: survey for patients participating in the research that consists of five variables: tangible elements, reliability, ability to response, security, empathy. Qualitative research was conducted through interviews to obtain greater knowledge of the study variables. The interpretation of results was carried out through the statistical program for tabulation and analysis. Through the techniques used, it can be evidenced that there are shortcomings in the element of response capacity, so an improvement plan is implemented to minimize waiting times and reduce the lack of medication delivery, optimizing time in the health service managing to increase the level of user satisfaction.