El enfoque intelercultural y su relación con la satisfacción del usuario externo en los servicios que oferta la Dirección Distrital 09D08 Pascuales 2 - Salud.

Abstract

Health is a right of all people, stipulated in the Constitution of the Republic of Ecuador, and both private and public health establishments must guarantee it. The objective of this research was to determine the intercultural approach and the relationship with the satisfaction of the external user in correlation to the offer of services, through the application of a survey to know if users were satisfied or dissatisfied with the service offered by the Health District 09D08 Pascuales 2. The research questionnaire of Ordóñez, Dominguez, Gómez, Laguado and Prada (2010) was adapted and this instrument was applied to 385 users in the outpatient consultation of the District's operating units. Among the results obtained, it can be observed that the main shortcomings are waiting time in the outpatient clinic, discrimination in care from the intercultural point of view and deficiency in the infrastructure. The internal consistency Cronbach's alpha was 0.770 while the KMO was 0,709. In addition, six factors were obtained with 62.78% of the variance explained. With the information obtained, an improvement plan was carried out, in order to improve the treatment of the external user, the time waiting for medical consultation and to optimize the infrastructure.