Evaluación de la calidad de atención y la satisfacción del usuario de la clínica prestadora externa del IESS Odontomédica.

Abstract

The quality of care in health services has become a fundamental factor of health institutions, so continuous evaluation is necessary in order to contribute to the well-being and health of society. User satisfaction refers to different organizational and perceptual aspects that have to do with both the result of the service and the treatment received. The objective of the research was to determine the level of user satisfaction based on the expectations of the customer service of the External Provider Clinic of the IESS Odontomédica San Eduardo, in order to develop an improvement plan that increases patient satisfaction. . The applied methodology was quantitative approach, non-experimental design with cross section, descriptive scope and deductive method, the sample was 379 patients, the technique was the survey. The results showed that expectations were greater than perceptions with a difference of -0.27, with the dimensions of reliability and sensitivity being the ones with the greatest difference, caused by aspects such as non-compliance by the clinic and employees about the word given to users, the disinterest of the staff to solve the problems, the lack of communication about the services and the predisposition to help and clarify their doubts. An action plan was proposed to improve the quality of the service. It was concluded that there is a general dissatisfaction of the service.