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Acta Médica Peruana
On-line version ISSN 1728-5917
Abstract
ARCE-HUAMANI, Miguel Ángel and ALIAGA-GASTELUMENDI, Ricardo Alberto. Quality of care and user satisfaction in an Emergency Service of a Social Security Hospital. Acta méd. Peru [online]. 2023, vol.40, n.4, pp.308-313. Epub Dec 31, 2023. ISSN 1728-5917. http://dx.doi.org/10.35663/amp.2023.404.2722.
Introduction:
The quality of care and user satisfaction in an emergency service has become a priority concern for patients. Especially since the health system does not supply enough to public establishments to provide quality care and obtain user satisfaction.
Objective:
Establish the relationship between the quality of care and user satisfaction in an Emergency Service of a Social Security Hospital.
Methodology:
A cross-sectional analytical study was carried out with a sample of 400 patients in a Social Security Emergency Service in the southern region of Peru; The SERVPERF questionnaire and the one elaborated by Feletti G, Firman D and Sansón-Fisher R were used as instruments to measure the variables. The data was presented using tables and graphs.
Results:
The dimensions of the quality of care such as reliability, responsiveness, security, empathy, and tangible aspects, it was found that 49.25%, 67%, 72.25%, 54.25% and 55.75% agreed with the care provided, respectively. In the user satisfaction variable, 50.25% of users agreed. On the other hand, the relationship between the variables using Spearman’s Rho was 0.8590 with a p<0.05, it is statistically significant.
Conclusions:
It was found that there is a moderate and statistically significant positive relationship between the quality of care and user satisfaction.
Keywords : Quality of Health Care; Patient Satisfaction; Emergency Service, Hospital.