Análisis de la calidad de los servicios y la satisfacción de los pacientes con discapacidad que acuden al Hospital del Instituto Ecuatoriano de Seguridad Social IESS de la ciudad de Guaranda en el año 2021.

Abstract

The quality of the service is defined as the perception that the user has between the expected service and what is attributed to him; instead, the types of disability are diverse and each one presents itself in different levels and ways. The general objective was focused on analyzing the level of satisfaction in relation to the quality of health services provided to users with disabilities who attend the Hospital of the Ecuadorian Institute of Social Security - IESS in the city of Guaranda. The methodology was a quantitative approach, a non-experimental cross-sectional design, with a descriptive scope and a deductive method, using an instrument adapted to the satisfaction of people with disabilities and the quality was based on the Servperf model. The results showed that 48.6% of the participants believe that sometimes the staff provides information in a clear and concise way about care management. 40.3% expressed that sometimes the attention given by the professional was thorough during the service and the processes. 55.6% recognized that the staff in general and the institution watches over their rights as a priority individual. The proposal focused on carrying out activities as part of the solution through training with specific topics, informative flyers and manuals, in addition to the respective calendar. It is concluded that it is important to follow up on each of the strategies in order to fully comply and improve services around this vulnerable group.