Calidad percibida de la atención en salud y su influencia en la satisfacción del cliente del centro de diagnóstico por imágenes del hospital de niños Dr. Roberto Gilbert Elizalde.

Abstract

The general objective of the research was to analyze the perceived quality of health care and its relationship with the customer satisfaction of the Diagnostic Imaging Center of the Dr. Roberto Gilbert Elizalde Children's Hospital. The methodology used had a quantitative approach with a descriptive and correlational scope, the deductive method was also detected and the data collection tool was the survey according to the SERVPERF model, which was applied to a sample of 383 patients who attend the hospital unit in mention. Among the most relevant results, we obtained the possibility that patients feel affected by the equipment and facilities that the diagnostic center has, the confidence of health professionals in fulfilling what was promised in a reasonable time, these situations generated a perception of a fast and quality service. Therefore, security of the professional who attends them. Medical acts are satisfactory, although they do not have personalized attention and waiting times are important. Within the proposal made, internal promotion, the application of the quality model of health care and recreational activities for children, as well as training of health professionals to increase the quality perceived by the client were promoted.