Calidad del servicio y su relación con la satisfacción del paciente al sistema de llamado por triage área de emergencias del hospital IESS Babahoyo.

Abstract

This research was developed with the aim of analyzing the quality of the service and its relationship with patient satisfaction in the application of the triage call system in the emergency area of the IESS Babahoyo Hospital, to develop an action plan that improves the patient satisfaction. For this, the study maintained a quantitative approach, non-experimental design, cross section, deductive method, descriptive and correlational scope. Two surveys were applied to a total of 380 people in order to measure the quality of the service and user satisfaction regarding the Manchester triage system protocol. Despite the fact that an acceptable level of quality was observed in terms of the treatment of the doctors, cleanliness and other aspects of the environment, the main trigger for dissatisfaction precedes the waiting times given the triage classification and its final resolution. Under this perspective, an action plan composed of three activities was developed, which support a total cost of $ 5,304.00 and its execution is expected at the beginning of the year 2021.