Análisis de la influencia de la calidad de atención en la satisfacción de los pacientes del Centro de Salud el Fortín de la ciudad de Guayaquil.

Abstract

This research addresses the issue related to the influence of quality of care on the satisfaction of patients at the El Fortín Health Center in the city of Guayaquil, due to the fact that in the last two years there were difficulties in guaranteeing access to health care, public health, by the entire population, in the first level of care community health system. Given this, the objective was to determine how the quality of care influences the satisfaction of patients treated at the Health Center in question, through the use of the SERVQUAL model, for the elaboration of a proposal to improve the quality of the service of health to the patient. Indeed, the methodology applied is quantitative, descriptive, cross-sectional, with the use of the survey that is applied through the SERVQUAL instruments, with its multidimensional scale from 1 to 7, and SIUSEX 2, whose results expressed that the reliability components (44%), response capacity (44%) and security (47%), are the ones with the greatest weakness, in addition to the attention and treatment of the user, which was rated as bad or regular, by more than 67% of the users, obtaining a high level of correlation between service quality and customer satisfaction, with Spearman's 0.825 and a p-value < 0.01. In conclusion, it is necessary to strengthen the promotion, health prevention and epidemiological surveillance service, to continuously improve the community health system.