Factores que influyen en la satisfacción del usuario del área de urgencias en Hospital Básico de Salitre Dr. Oswaldo Jervis Alarcón.

Abstract

This research addresses the issue related to the factors that influence user satisfaction in the emergency area at Hospital Básico de Salitre Dr. Oswaldo Jervis Alarcón, due to the difficulties in guaranteeing access to public health, as a consequence of the pandemic. that collapsed the country's hospital system. Given this, the objective was to determine the factors that influence user satisfaction in the Emergency Department of the Basic Hospital of Salitre Dr. Oswaldo Jervis Alarcón, through the application of appropriate investigative instruments, to have a report that allows the elaboration of the proposal of continuous improvement of the quality of the health service, in this hospital area. Indeed, the applied methodology is quantitative, descriptive, cross-sectional, through surveys that are applied through the SERVPERF instrument, with its multidimensional scale from 1 to 7, whose results expressed that the components of reliability (49%), ability to response (47%) and safety (52%), are the ones with the greatest weakness, in addition to the care and treatment of the user, which was rated as bad, given this, a Spearman coefficient (0.943) and p-value <0 were obtained .01, therefore, the quality of the service influenced the user satisfaction. In conclusion, it is necessary to strengthen human, material and physical resources for continuous improvement in hospital care, so that the quality is acceptable and the service can maximize the level of satisfaction of users who request health care in this establishment. of health.