Tiempos de espera y satisfacción de los usuarios del área de terapia física y rehabilitación del hospital de niños Roberto Gilbert Elizalde.

Abstract

Hospitals maintain problems on a daily basis, which is why those responsible for the institution must provide necessary tools to obtain information on the average waiting time, level of professional service, number of patients treated, etc. The general objective of this work was to analyze the relationship between the waiting time factors and the satisfaction of the users of the Physical Therapy and Rehabilitation area at the Dr. Roberto Gilbert Elizalde Children's Hospital of the city of Guayaquil, period 2018- 2019. Theories of quality, waiting times, physical therapy and rehabilitation were studied, which allowed us to have more knowledge to establish the study parameters. The methodology had a quantitative approach, descriptive and correlational scope, type of cross-sectional research, Likert scale survey, the sample was 359 patients. Among the results were dissatisfied users for the waiting time to process their consultation and before entering, users wish to receive information about patient care. Therefore, a proposal was made to improve the problems detected, where improvement strategies were detailed in the area of physical therapy and rehabilitation, which will allow children to have fun while they wait for their consultation. Through the evaluation of the attention and satisfaction of the user it was possible to know that these variables influence each other and that the waiting time and the lack of knowledge of the professional causes dissatisfaction in the users.