Evaluación de la calidad de atención en relación con la satisfacción de usuarios del servicio de emergencia pediátrica Hospital de Especialidades “José Carrasco Arteaga” de la ciudad de Cuenca.

Abstract

Evaluating the quality of health care in relation to user satisfaction in the pediatric emergency area is a priority issue that is a challenge given the diversity of actors and factors involved in the process. In this context, this research evaluates the quality of care in the pediatric emergency service of the Hospital de Especialidades José Carrasco Arteaga - IESS Cuenca, by measuring the perceived satisfaction of its users. A non-experimental, descriptive and cross-sectional study was carried out with a quantitative approach. A non-probabilistic casual sampling was defined for finite populations because patients attend the service by chance, obtaining a sample of 75 people. The Servqual instrument was applied, which measures criteria such as reliability, responsiveness, safety, empathy and tangible elements. The results show that there is an acceptable level of dissatisfaction in all dimensions. However, the analysis, disaggregated by items, shows that the item related to the availability of drugs in the pharmacy of the pediatric emergency area and to the need for radiological examinations to be performed quickly presents a high percentage of dissatisfaction. In conclusion, although the hospital has high expectations of its users, these are satisfied, and for this reason, dissatisfaction with the perception of quality of care is acceptable.