Calidad de atención y satisfacción de los pacientes del área de hematología del hospital Teodoro Maldonado Carbo.

Abstract

The quality of health care, demand for a professional level of excellence, modern equipment, human aspects, among other aspects. While patient satisfaction is defined as the positive emotional response of the patient to the service received by the institution and staff. The general objective of the research was to determine the relationship between the quality of care and satisfaction of patients in the Hematology area of the Teodoro Maldonado Carbo Hospital to propose an improvement plan. The methodology applied for the collection of data to 368 patients in the area, was with a quantitative approach, analyzing the study variables, as a collection tool the SERVQUAL survey was used, with a descriptive type scope, while the type of research was non-experimental, avoiding the manipulation of the results. The data were processed by means of statistical tools and then represented in the form of cakes with percentage results. There was evidence of discomfort in the lack of information on the part of the doctors, delay in the hours of care and the absence of personnel that provide help to the patients. The proposal was based on the deficiencies that the hospital shows, to improve the quality of the service and care provided by doctors, as well as the hiring of personnel for the pharmacy area and purchase of computer equipment, which improves and optimizes the service times It is concluded that quality positively influences satisfaction.