Evaluación de la calidad de atención y su influencia en la satisfacción de los usuarios de los servicios de salud mental de la zona 8.

Abstract

The objective of this study is to determine the influence that the level of the quality of care has on the satisfaction of the user of the Public Hospital of the Mental Health Services of Zone 8, in the city of Guayaquil, whose approach emerges when evidencing as problematic poor management to provide services for this type of organization, which generates complaints for delay in waiting times. For this reason, a theoretical approximation of the aspects related to quality and medical service is first carried out. Subsequently, in the methodological section a descriptive, explanatory and field research with a mixed approach is designed, the situation that arises in the organization is defined, which, through the execution of surveys based on the ideology of the SERVPERF Model, allowed to measure the attention that Provides organization and performance appraisal to examine service quality. This was carried out under the criteria of physical perception, service provision, response speed, security and empathy, also, using the Spearman correlation coefficient (used to analyze qualitative variables) which is close to 1, a strong relationship between variables. With this information, a proposal was made that consists of a Strategic User Service Plan that will increase the level of efficiency of said entity. The main findings allowed us to conclude that the dissatisfaction of the users is related to the period that each of the clients must wait to be served, this being the main reason that generated complaints, in addition, there is disagreement about the hours of operation.