Gestión de la atención intercultural hospitalaria y su relación con la percepción de calidad de los usuarios del distrito Eloy Alfaro - Esmeraldas.

Abstract

Hospital care is based on human care under the principles of quality, integrity and understanding of the patient's needs regardless of their social or cultural scope. The purpose of this research is to evaluate the relationship between hospital intercultural quality management and the perception of users of the Eloy Alfaro de Esmeraldas district to propose an improvement plan. A non-experimental investigation was conducted, oriented to a quantitative approach while maintaining a descriptive scope. The SERVPERF questionnaire consisting of 22 questions was used in order to analyze the quality of the service offered by the hospital. In addition, a small questionnaire regarding interculturality was used, which consisted of seven questions. The data collection instruments were applied to a sample of users who come to the district comprising a total of 382 individuals. It was identified that the care service is granted under certain shortcomings derived from tangible aspects and the lack of a cultural approach manifesting discriminatory barriers that affect the health and well-being of the patient. A proposal was developed aimed at improving the five aspects from the SERVPERF model, including the development of measures to improve hospital intercultural quality.