Análisis de la calidad y su incidencia en la satisfacción de los pacientes de emergencia en la clínica German de la ciudad de Babahoyo.

Abstract

The quality of service deals with a set of aspects around a service or with respect to the expectations and needs of the client, on the other hand, the satisfaction of users focuses on similarities that individuals execute on the personal experience when receiving a service. healthcare. The general objective is focused on analyzing the quality of service and its impact on the satisfaction of patients in the emergency area at the German clinic in the city of Babahoyo, through a quantitative study, for the design of improvement strategies. The methodology involved a quantitative approach, with a descriptive scope, non-experimental design, whose sample was 278 patients. The results showed that, in the quality of care variable, responsiveness was the least valued; while, empathy was the most valued. Regarding satisfaction, a satisfactory service was reflected. The proposal was subject to a series of activities according to the needs of the institution, such as training, use of a digital application, banners and dynamic events, together with the use of a schedule for greater order of roles. It is concluded that the quality of the service is positively and significantly related to the satisfaction of patients in the emergency service at the German clinic in the city of Babahoyo, with a Pearson correlation coefficient of 0.935 (P<0.01).