Satisfacción del usuario externo sobre la calidad de atención de salud de la consulta externa en el hospital de la Policía Nacional N° 2 - Guayaquil, 2017.

Abstract

The quality of health services is a topic of globaland national importance; several authors have defined it as the aspiration to reducethe gap between expectations and perception of the client. Objective: The general objective of this research was to determine the degree of satisfaction of the external user about the quality of health care of the external consultation through post-consultation surveys in the hospital of the National Police No. 2. Methodology: The methodology used was through a study quantitative, descriptive and retrospective, the research was cross-sectional. The population was 16,855 patients who were attended between July and September 2017, resultingin a sample of 376 outpatient users. Results: The investigation determined that there were problems in the dimensions of tangible elements, security, responsiveness and empathy; thebiggest problems were in the physical plant, use of the staff uniform, the information - orientation provided, assignment of medical appointment, fulfillment of programming and attention to the needs of the patient. Proposal: The proposal was mainly aimed at the hiring of specialists, creation of a call center and adaptation of a waiting room. The total cost of implementation of the strategies was $ 302,505.72, which had a schedule from December 2017to December 2018. Conclusion: It was concluded that patients feel dissatisfied with the current service.