Factores que influyen en la calidad de atención de los servicios ofrecidos por el Centro de Salud Mata de Cacao del cantón Babahoyo.

Abstract

The objective of this study was to analyze the perceived quality of care factors versus the expectations of the users of the Mata de Cacao Health Center in the Babahoyo canton. A quantitative research was applied, with a descriptive scope. The population consisted of 8,193 inhabitants who are part of the users of the Health Center, as a sample it established 367 people. For data collection, the survey was used as a research technique, determining the factors that allowed measuring the quality of care. The results and findings of expectations and perceptions of service quality are presented, beginning with the characterization of the sample, then with the general services, continuing with the expectations and perceptions of the service quality items, ending with the comparative analysis of factors. of expectations and perceptions, the majority is related to the hours of attention and the lack of organization in terms of compliance with the hours stipulated in consultation, in a smaller proportion are the tangible elements, with the lack of implements to attend the consultations, and about the doctor's hours and lack of time to address concerns. The analysis of the results of this work allows us to conclude that the general services provided by the Center's health services, especially waiting times to be attended, are valued negatively. As a proposal, a Functional Operational Plan was presented to attend optimally, with quality and promptness to the patients of the Mata Cacao Health Center.