Calidad de atención percibida y su influencia en la satisfacción del usuario externo con diagnóstico de Covid-19, sobre el servicio de los profesionales de enfermería del Hospital General Guasmo Sur.

Abstract

The objective of this work was to determine the influence of the quality of care perceived in the satisfaction of the external user with a diagnosis of COVID-19, on the service of nursing professionals of the Guasmo Sur General Hospital. For this, a quantitative approach, non -experimental design, descriptive and correlational scope was applied in order to establish whether or not there is a dependency between the variables. Data collection was made through two questionnaires the Servperf model and another that measures user satisfaction. In the results it was perceived that the dimensions tangible aspects, response and security capacity showed bivalent results, that is, a position of agreement and disagreement, and/or failing that indifference. On the other hand, in satisfaction, the three dimensions studied presented aspects with shortcomings. These results gave way to the design of an integral proposal focused on the patient and nurses to improve the quality of perceived care and user satisfaction. It is concluded that, the quality of perceived care influences in a positive and significant way in the satisfaction of the external user, given a Pearson correlation coefficient of 0.889, p <0.01, the reliability and efficiency being the dimensions with greater average.