Satisfacción del usuario en relación a la calidad de atención brindada por el personal de salud en el Centro Nefrológico Acacias Guayaquil.

Abstract

The evaluation of quality and satisfaction in the field of health have been considered as evaluative elements of importance for the improvement of health services delivered to the patient. This satisfaction is manifested by the patient as an attitudinal response to the expectations generated and the service received, the result of which converges in aspects of improvement. The present research work entitled User satisfaction in relation to the quality of care provided by health personnel at the Acacias Guayaquil Nephrological Center, aims to analyze user satisfaction in relation to the quality of care provided in order to identify the problems and propose a strategic improvement plan for the Acacias Guayaquil Nephrology Center. For this, it was determined to carry out a study with a quantitative approach of non-probabilistic design and descriptive scope, hence, a SERQHOS measurement instrument adapted for the object of study was used, which consisted of 22 items and was applied to 30 patients. who made up the study sample; sample for convenience. The measurement instrument had a Cronbach's alpha of .93 and it is concluded that the majority of the respondents are "Satisfied", this is evidenced by an average above 3.5, while 53% express a negative dissatisfaction, stating that the waiting time is one of the most inferring in the satisfaction of the object of study. Hence, before the problems encountered, an improvement plan is proposed through strategies focused on improving the management of improving the quality and satisfaction of the center through staff training and the implementation of technology.