SciELO - Scientific Electronic Library Online

vol.20 issue3Factors associated with musculoskeletal disorders in cleaning workers of the emergency service of a tertiary hospitalClinical and economic outcomes of laparoscopic versus open surgery in the treatment of hepatic hydatid cyst. author indexsubject indexarticles search
Home Pagealphabetic serial listing  

Services on Demand




  • Have no cited articlesCited by SciELO

Related links

  • Have no similar articlesSimilars in SciELO


Revista de la Facultad de Medicina Humana

Print version ISSN 1814-5469On-line version ISSN 2308-0531


FEBRES-RAMOS, Richard J.  and  MERCADO-REY, Miguel R.. Patient satisfaction and quality of care of the internal medicine service of Hospital Daniel Alcides Carrión. Huancayo - Perú. Rev. Fac. Med. Hum. [online]. 2020, vol.20, n.3, pp.397-403. ISSN 1814-5469.


Patient satisfaction is an indicator of the quality of care provided in health services. Knowing the level of satisfaction will improve deficiencies and reaffirm strengths to develop a health system that provides the quality care that patients demand.


To determine the satisfaction of the quality of service of patients of external Internal Medicine consultation of Hospital Daniel Alcides Carrión - Huancayo, from July to November 2016.


Observational, descriptive, cross-sectional study. The sample consisted of 292 patients. The quality of service in the health system according to patient satisfaction was measured using the standardized SERVQUAL questionnaire.


57% of the sample was female, the ages of the participants ranged from 36 to 45 years. Similarly, 36% of users had complete secondary education and 63% were continuing patients. Overall satisfaction was 60.3%. The percentage values depended on the dimensions of safety and empathy with 86.8% and 80.3% satisfaction, respectively. The highest level of dissatisfaction was obtained by the dimension of tangible aspects with 57.1% of dissatisfied users, followed by the dimension of responsiveness of health services with 55.5% of dissatisfaction.


The health system must implement strategies to improve care services to provide timely and quality care to users.

Keywords : satisfaction; questionnaire; quality assurance; health care (Source: MESH. NLM)..

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