Calidad en los servicios de enfermería relacionada al grado de satisfacción del paciente hospitalizado en Instituciones de Mediana Complejidad, del Ministerio de Salud Pública, Hospital Universitario de Guayaquil.

Abstract

Background: From the time of Nigthingale in 1858 it was described that the objective of Nursing is "to put the patient in the best condition for nature to act on him". Additionally, the quality of care in health services indicates that it is a subject of academic debate as there are different approaches to its measurement, its importance is increasing due to the high demand in health that countries have. Studies indicate that through the training of Nurses who contribute to the control of the environment, it has been possible to reduce the mortality of 40 to 4% before these findings, the importance of the following study is appreciated. Ecuador has a network of Public Hospitals, and its policy is to provide a quality service to guarantee the quality of life of citizens; for this reason this investigation was carried out. Objectives: To analyze the quality of nursing services through the application of a validated instrument to know its influence on the satisfaction of hospitalized patients at the University Hospital of Guayaquil .Methodology: SERVQUAL consists of five dimensions that are tangibility, reliability, responsiveness, security and empathy. The design of the research was crosssectional, the data collection was carried out at the University Hospital of Guayaquil in August 2018. Results: The dimensions where there is dissatisfaction on the part of the users of the hospitalization services at the University Hospital of Guayaquil were tangibility and empathy where the percentile of empathy is below the satisfactory average; while response capacity was considered partially satisfied, since both expectations and perceptions had low valuations. Proposal: It is intended that the University Hospital of Guayaquil, have staff prepared to take control of any situation, will ensure that each of the professional collaborators nurses and nurses in the hospitalization area have the necessary knowledge on any subject regarding care and services that must be provided to patients, they will be trained in different aspects and changes in work schedules will be made. Conclusions: It was known that the service does not provide full security to the patient and the care is deficient with respect to the warmth in the treatment.