Satisfacción de los usuarios externos en relación a la calidad de los servicios de los prestadores de medicina prepagada en el centro de salud ambulatorio MediGlobal.

Abstract

This research aims to identify user satisfaction and the quality of care provided at the Mediglobal health center, in the city of Guayaquil. The methodology used was based on a quantitative, non-experimental, cross-descriptive approach; the measuring instrument for user satisfaction was aligned to the parameters of the SERVQUAL method. With the study of these dimensions through the perception of the user, it was determined that the quality of care is medium and in the same way the variable user satisfaction. The different dimensions of the SERVQUAL scale were applied in the 124 cases surveyed, 76% of the patients were satisfied with the care of the outpatient health center. The proposal presented requires the initiative and commitment of managers and not a significant change in terms of infrastructure or salary increase, it is possible to affirm that the management body, seeking to improve levels of job satisfaction, will facilitate the execution of the proposal that consists of designing improvement strategies, which allow, in terms of productivity, to improve quality considerably for the benefit of the users of the Health Center.