Calidad y satisfacción usuaria en consulta externa del Centro de Salud Urbano Naranjito.

Abstract

Quality is established as the verdict given by a patient regarding the service he has received in consideration of the satisfaction of his expectations. User satisfaction reflects the subjective value of the care process, which allows us to recognize opportunities for improvement. The general objective of the research was to analyze the relationship between quality and user satisfaction in the Outpatient Consultation of the Naranjito Urban Health Center, through validated tools, for the development of an improvement plan. The methodology used was a quantitative approach, nonexperimental, cross-sectional, descriptive and correlational scope, deductive method, the technique was the survey taken from a sample of 372 patients. The results of the study showed that the quality of service achieved an average of 2.89 lower than the average, which is three on a scale of one to five, caused by the reliability dimension, while user satisfaction had an average of 2,87, showing greater problem the administrative quality with an average of 2,73. It is concluded that there is a positive and significant relationship between quality and user satisfaction, with a Pearson correlation coefficient of 0,785.