Análisis de la satisfacción de los pacientes en relación a la calidad de atención del personal de enfermería en el Hospital Básico Huaquillas.

Abstract

The objective of this study is to determine the relationship between the quality of care of the nursing staff and the level of satisfaction of the patients of the Huaquillas Basic Hospital. For this, a quantitative approach methodology of non-experimentaltransectional design and descriptive scope was implemented. The independent variable is the quality of care and the dependent variable is user satisfaction. The sample is comprised of 326 patients who attended to require the service of the specific area, it was determined by simple random. The collection technique used is the survey. The measurement instrument used is the SERVQHOS-E, the same one that presents modifications designed for the study of the nursing area. This validated instrument is distributed on the one hand with demographic questions and, on the other, has 16 items out of the 19 of the original questionnaire and presented a Cronbach's alpha indicator of 0.7 and a significance level of p < 0.05. It is concluded that the largest number of people who answered the instrument are those in the age group between 18 and 23 years old, which represent 45% of the sample, it was also determined that most questions present average satisfaction and that there is a general satisfaction of 46% for the health care received and an average positive correlation between the quality of care and the level of satisfaction. Likewise, through the analyzed data, an improvement plan was proposed for the most critical aspects that are the level of preparation of the professionals and the information provided by the health personnel.