Análisis de la calidad del servicio prehospitalario del Cuerpo de Bomberos de Manta y su incidencia en la satisfacción a los usuarios.

Abstract

Prehospital emergency care is an essential part of the health system, measuring patient satisfaction is of great importance to ensure that ambulance service meets expectations and provides the best possible experience. The objective of this research was to analyze the quality of the prehospital service of the Fire Department of the city of Manta and its impact on user satisfaction. This research was characterized by being quantitative, descriptive and correlational. The population was 1,005 people assisted with a selected sample of 278 patients. As a measuring instrument, the SERQVUAL questionnaire was applied and adapted to the research context, with 22 questions and a Likert scale of five points. The average score obtained in the dimensions analyzed was: Empathy 4.45 points, tangible elements 4.37 points; security 4.36 points; reliability 4.29 points; responsiveness 3.98 points; obtaining a general score of 4.29 which is equivalent to 85.8%, of the satisfaction percentage range of 0- 100 of the liker scale, achieving a general Satisfied rating. This led to a proposal for improvement, with the implementation of a manual of procedures for pre-hospital emergency care, focused on providing standardization in the daily operational activities of the Manta Fire Department.