Percepción de la calidad de la atención médica recibida en Consultorio Nº 3 de Medicina Familiar del Centro de Salud Balao. Año 2021.

Abstract

Background: Over time, user opinion has been defined as a measurable attribute of the quality of services, therefore, it is considered relevant the application of methods that evaluate the performance of services based on the subjective considerations of users. This study is aimed to describe the perception of quality of medical care in the medical office No. 3 of the Balao Health Center according to the satisfaction perceived by users. Methods: Descriptive and cross-sectional study. A total of 189 users of the Balao Health Center's No. 3 medical office were surveyed, selected through simple random sampling method. The modified SERVQUAL questionnaire was used, which measures the level of user satisfaction by the differences between expectations and perceptions. Results: 79.40% of the users were female; 32.8% from 25 to 29 years old; 40.7% with completed baccalaureate; 50.8% occupied as housewives. We found a total of 64.76% satisfaction of the overall quality of the medical service that is granted. Conclusions: Users had higher levels of dissatisfaction in the dimensions of Reliability (FI) and Responsiveness (CR). While the dimensions of Security (SE), Empathy (EM) and Tangible Elements (ET) were positively valued by the users surveyed.