Grado de satisfacción de los pacientes atendidos en las áreas de emergencia y consulta externa del Centro de Salud Francisco Jácome de la ciudad de Guayaquil.

Abstract

Health centers are considered coordination systems from a managerial perspective, where clinical services must function effectively to meet the health needs of individual patients, their families, and the community at large. The objective of this research is to analyze the degree of satisfaction of patients treated in the emergency and outpatient areas of the Francisco Jácome Health Center in the city of Guayaquil. The type of research is descriptive, cross-sectional, non-experimental and a quantitative approach; The sample consisted of 324 users and the SERVQUAL questionnaire was applied to collect information, which was adapted to the needs of the health center, structuring it into seven items divided into three dimensions: tangible, security, and empathy. The results reported in patients attended by emergency and in patients by external consultation, indicate that there is a deficiency in the quality of care in both areas, especially in the emergency area. The dissatisfaction gap focused on the treatment of the staff in the waiting time and accessibility. Given these results, the design of strategies to improve the quality of care in the emergency and external consultation areas was proposed, with six strategies aimed at eradicate the deficiencies observed according to the three dimensions.