Evaluación de los factores que influyen en la calidad de los servicios médicos del Hospital Naval HOSNAG al 2019.

Abstract

The aim of this research project was to evaluate the factors that influence the quality of the medical services of the Naval Hospital of Guayaquil, through the application of a theoretical research instrument. For the purposes of this work, the dimensions used in the theoretical model of Chang (2014) were taken into account, in a seven-value Likert scale questionnaire, with the theoretical approach of SERVQUAL, that is, measuring quality as a result of the difference between expectations and experiences Parasunaman (1990). The research compared the results obtained in the quality evaluations of the current HOSNAG questionnaire and the proposed instrument. The data collection was carried out through convenience sampling to patients who first attended the hospital in the period November - December 2019. In order to measure expectations and experiences, a patient survey was conducted before and after the query the results of the quality assessment according to the current instrument differ from the results obtained with the proposed questionnaire. The results allow us to conclude that there is a reputation for improvement, since the patient has an expectation of quality denial. Finally, the results of the Student's t-test for related samples allowed to sustain a significantly different perception of the patient after the consultation. The factors with the lowest results, both in expectations and experiences are: (1) Pharmacy and Medical Treatment, (2) Administrative Policy, (3) Professional Capacity of medical personnel and (4) Hospital Equipment.