Influencia de la comunicación en la satisfacción del usuario externo del área de Imagenología del Hospital Municipal de la Mujer y el Niño en Cuenca.

Abstract

In this research, the influence of communication on the satisfaction of the external user of the Imaging area of the Municipal Hospital for Women and Children in Cuenca is analyzed. The general objective of the work is: To determine the influence of communication on external user satisfaction in the Imaging area of the Municipal Hospital for Women and Children in Cuenca, with the purpose of designing a communication plan for the Imaging area that allows to improve the satisfaction of the external user. The methodology used responds to a quantitative approach, from which it is intended to analyze the influence of communication on user satisfaction, in a tangible, objective and reliable way, through the measurement of the level of satisfaction that patients presented on the attention received, which allowed testing the research hypothesis. This research is a descriptive and correlational study with a non-experimental and cross-sectional design. The data were collected with the application of the Communication Assessment Tool (CAT) instruments and the external consultation user satisfaction questionnaire. With the results obtained, it was possible to show that in general terms the external users of the Imaging area of the Municipal Hospital for Women and Children in Cuenca are satisfied with the health service received, however, it is important to highlight that there are aspects that must be analyzed and strengthened to achieve better communication between the health professional and external users. In accordance with the research results, one of the necessary strategies to overcome this problem is the implementation of a communication plan. Understanding and improving the communication strategies that affect the perception of users will gradually also help to generate positive changes in the reputation of the institution.