Análisis de la incidencia de la calidad de los servicios de salud en el nivel de satisfacción del usuario externo del Centro de Salud "Francisco de Orellana" de Guayaquil.

Abstract

The present investigation is important because it will allow to know the diagnosis of the quality of the service, in the "Francisco de Orellana" Health Center in the period 2021, the same one that has as general objective to describe the incidence of the quality of the health services in the level of satisfaction of the external user of the aforementioned Health Center. The methodology used for the present investigation will require a descriptive approach with a retrospective study of the period that allows evaluating the satisfaction of the external user. The instrument used was the modified survey for use in health establishments and medical support services, established and validated by the MSP. The projected population for the year 2021 assigned by the aforementioned institution MSP is 119,189 users with a sample of 384 surveyed users that included in its structure ten questions of expectations distributed in five criteria or dimensions of quality evaluation. As a result, we have that the majority of external users were not very satisfied with respect to the human dimension of the quality of health care of the external consultation, and respect for the privacy of the patient, had a negative impact on the satisfaction of the external user. in this dimension. Most users were not satisfied with the technical-scientific dimension of the quality of outpatient health care in this hospital.