Abstract

BECERRA-CANALES, Bladimir  and  CONDORI-BECERRA, Ángela. User satisfaction in public hospitals: experience of the «Cero Colas» («Zero queues») plan in Ica, Peru. Rev. perú. med. exp. salud publica [online]. 2019, vol.36, n.4, pp.658-663. ISSN 1726-4634.  http://dx.doi.org/10.17843/rpmesp.2019.364.4299.

In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the "Zero Queues" plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level "very satisfied/satisfied" of 72.5% was found in the Support Hospital of Nazca; 70.6% in Hospital Santa María del Socorro of Ica; 72.1% in the Regional Hospital of Ica, and 73.7% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the "Zero Queues" plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.

Keywords : Patient satisfaction; Quality of health care; Ambulatory care; Health surveys; Peru.

        · abstract in Spanish     · text in Spanish     · Spanish ( pdf )