Calidad en atención primaria en estomatología y su relación con la satisfacción de los usuarios de los prestadores externos del Instituto Ecuatoriano de Seguridad Social en la provincia de El Oro.

Abstract

The quality of the service in primary care is intended to ensure that people access health services comprehensively under quality aspects that influence their satisfaction. The present study has a general objective to evaluate the quality of primary care in stomatology and its relation with the satisfaction of the users in the external providers of the Ecuadorian Institute of Social Security in the province of El Oro, through the application of a validated instrument. The research was carried out under the deductive method, maintaining a quantitative approach and a descriptive scope. Two questionnaires were used, one based on the SERVPERF model to measure the quality of service provided by the external providers of the Ecuadorian Institute of Social Security in the province of El Oro and another to measure the user satisfaction that goes to these medical centers. The population was made up of 84 100 people from which a sample of 383 patients was obtained. According to the results, it was evidenced that the service is offered under certain shortcomings that have had a negative impact on user satisfaction. It was found that there is a significant relationship between service quality and user satisfaction. Actions aimed at improving the dimensions of the SERVPERF model were implemented, a training program and a monitoring process applied to the health professionals of the external health providers were developed.