Calidad de servicio y satisfacción del usuario externo en el área de emergencia del hospital León Becerra Camacho.

Abstract

This research work deals with quality of service and satisfaction of the external user in the emergency area of the León Becerra Camacho hospital in the city of Milagro, located in the province of Guayas. For this purpose, a descriptive, explanatory study was used, a quantitative or statistical approach, a survey was applied and a population of 1,200 patients and a sample of 292 were considered, the purpose of this being to know the degree of impact of a problem; and field to collect reliable data. To analyze the degree of satisfaction, the SERVQUAL methodology was used; This tool is used in entities of all kinds to find out whether people who are assiduous in the care of an entity are satisfied or dissatisfied with a service they receive, and at the same time know the problematic basis that affects the lack of hospital quality, care and services. Being the attention regarding human treatment the one with the lowest score fell on an average of approximately 40%. To solve this problem, a proposal is presented and a work action plan is carried out aimed at all the medical personnel of the emergency area of the León Becerra hospital in the city of Milagro. These strategies are of the nature of good medical practices aimed at the satisfaction of patients who are cared for in this area. For this, the use of the SWOT is essential in order to better guide the implementation of these service quality strategies.