Introduction:

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.

Objective:

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.

Methods:

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.

Results:

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.

Conclusions:

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

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