Impacto de la calidad de servicios de salud en la satisfacción de los pacientes del Centro de Especialidades Médicas "Yanmor" en la ciudad de Durán.

Abstract

The objective of this research work is to analyze the impact of the quality of health services on the satisfaction of patients at the "Yanmor" Medical Specialties Center, located in the city of Durán, in order to improve recruitment levels of customers. The research methodology uses a quantitative-qualitative approach, on the one hand, surveys were applied to a sample of three hundred and forty-eight patients who were treated at the Center, an instrument used is based on the Servqual model that consists of five dimensions, such as They are: tangible elements, reliability, responsiveness, security and empathy; and on the other hand, interviews were conducted with the Center's staff to obtain more information on the study variables. The analysis of the results revealed shortcomings in the element of response capacity, so an improvement plan is proposed to speed up the scheduling of appointments, as well as guarantee the supply of medicines in the Institution's pharmacy, optimizing the Center's service and user satisfaction.