Análisis de la satisfacción del usuario externo del área de hospitalización cirugía en relación a la calidad de atención del personal de enfermería en el hospital de Solca de la ciudad de Guayaquil en tiempos de Covid-19.

Abstract

In the present research, the purpose of this study was to analyze the satisfaction of the external user in the area of Hospitalization Surgery in relation to the quality of care provided by the nursing staff at the SOLCA hospital in the city of Guayaquil during the Covid-19 period, with the aim proposing improvements in health care services. With this objective, the methodology was defined as a quantitative research approach and non-experimental design, applying a survey to 234 external users of the hospital surgery area at the SOLCA hospital in the city of Guayaquil. This process was carried out in a cross-sectional manner in order to describe and correlate the research variables. In relation to this, the results showed that in the hospital the relationship between quality and satisfaction is directly proportional (Pearson coefficient 0.769; P 0,05). In addition, there were opportunities for improvement in terms of signage, ease of access to the inpatient surgery area, and nursing staff attention. Based on this, a complaints, suggestions and congratulations policy were defined with its respective procedure, a training program and practical workshops were organized, and a signage system was designed as part of the integral proposal to improve external user care and satisfaction in the hospital surgery area.