Análisis dela satisfacción de usuarios externos del hospital básico Guaranda y propuesta de un plan de mejora de servicios.

Abstract

This study was prepared with the purpose of analyzing the satisfaction of external users of the Guaranda Basic Hospital, through the application of statistical techniques, for the elaboration of an improvement plan. This research was developed under a quantitative, descriptive, cross-sectional, non-experimental approach; the study population was made up of 14,863 people who went to the Hospital during the months of January to March 2021, from which a sample of 375 resulted through the formula for finite populations, with 95% confidence and 0.5 error. Thus, in order to know the perception of user satisfaction, a SERVPERF survey was applied, whose results, after being processed using the SPSS statistical package, showed positive evaluations in most of the dimensions of the survey, although the following areas received significant negative scores: efficiency in the provision of reports, guidance and clarity in the explanation of the steps or procedures for outpatient care; respect of the programming and order of arrival of the consultation; effectiveness in delivering medical history for in-office care; availability and ease of finding an appointment; quick attention to take radiographic examinations. Faced with these shortcomings, an improvement plan was proposed that includes the following elements: participation, training, optimization. Finally, it can be concluded that, in fact, the capacity of an institution to meet the demands of users has an impact on the perception of quality.