Evaluación de la calidad del servicio y satisfacción del protocolo de triaje hospitalario para los usuarios auto-referidos en el área de emergencia de tres hospitales de referencia de la zona 8.

Abstract

The triaje protocol has the particularity of being a system by means of which a selection and classification of the patients who go to a hospital entity according to their risk is made. The objective of the research was to analyze the quality of the service and its relationship with the satisfaction of the hospital triaje protocol for self-referred users in the emergency area of three reference hospitals in zone 8, to propose actions that increase satisfaction of users at the time of their medical care. The methodology used in the research was quantitative, descriptive and correlational, with a non-experimental study, a deductive method. The technique used for data collection was the survey, through a questionnaire that was composed of four dimensions and was conducted on a sample of 369 people. Among the main results were that the information received by the administrative, paramedical and medical staff was good, in the treatment there were problems with the administrative staff. The hospital environment was adequate and the time it took to provide care was unsatisfactory. It was found that the quality of hospital service positively influences the satisfaction of the triaje protocol of self-referred users in the emergency area of three hospitals in zone 8. The activities of telephone triaje and training of emergency personnel were proposed as activities.