Evaluación de la calidad de atención y la satisfacción de los usuarios de la farmacia institucional del Hospital Teófilo Dávila de la ciudad de Machala.

Abstract

The objective of this research was to evaluate the quality of care and the satisfaction of users of the institutional pharmacy of the Teófilo Dávila Hospital in the city of Machala in order to improve its quality. The methodology used the deductive method, it was descriptive, the tool was based on the validated SERVQUAL model, an initial questionnaire of 22 questions was designed which was applied to users who attended the Teófilo Dávila hospital pharmacy. They rated the perceptions with 22 additional questions that refer to how they have received care in the department. To qualify these expectations and perceptions, a Likert-type numerical scale was used, the results obtained showed that the security dimension that was the one that obtained the most value, resulting in that patients expect the service to be given in an educated way and provide security, with regard to the perceptions questionnaire it was shown that the measured dimensions that were above the average, such as empathy, followed by security, being below the same response capacity, reliability and physical aspects, The strategy that will be applied will be an element that will strengthen the processes by building a vision of the commitment they must have on the users.