La satisfacción del paciente en el tratamiento con hemodiálisis en relación a la calidad de atención en una clínica privada de Guayaquil.

Abstract

The characteristics of the health professional within the quality of care are: leadership, motivation for the work group, knowing how to recognize, but also knowing how to negotiate, agree, resolve conflicts, analyze the organizational climate. Ecuador has a network of Public and Private Hospitals and its policy is to provide a quality service to guarantee the quality of life of citizens; for this reason, this research was carried out. Objective: To analyze the aspects that influence the satisfaction of patients receiving hemodialysis treatment, through the application of the SERVQUAL model, in order to present an improvement plan. The population under study are patientswho suffer from Renal Insufficiency and receive hemodialysis as a substitute treatment. They correspond to 120 patients who receive hemodialysis in a Clinic of the private sector of the City of Guayaquil. Methodology: SERVQUAL consists of five dimensions that are tangibility, reliability, responsiveness, security and empathy. The design of the research quantitative approach because it will be analyzed statistically, with a scope of descriptive type because a real situation was described in a specific period and its sequence is analytical cross section. Results: the majorityof patients are satisfied in the dimensions explored, except in the "ease of transportation to reach the Unit". A regression analysis was carried out to weigh the determining aspects of patient satisfaction. "The punctuality of the hemodialysis sessions", "the speed with which it gets what it needs", "the interest of the nursing personnel by the patients", are the factors with more weight in the satisfaction of the patients. Proposal: The strategies were to manage the facility of an express service, monthly evaluations of nursing staff, training for health personnel, modifications in the waiting room, to promote the promotion and prevention of care in the Insufficiency. Conclusions: It wasknown that the attributes that determine the degree of patient satisfaction are "speed", "punctuality", "nursing interest" and "wait".