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Revista de la Facultad de Medicina Humana

versión impresa ISSN 1814-5469versión On-line ISSN 2308-0531

Resumen

FEBRES-RAMOS, Richard J.  y  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.  http://dx.doi.org/10.25176/rfmh.v20i3.3123.

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.

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

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