Nivel de satisfacción de los usuarios que acuden al servicio de Consulta Externa y Emergencia del Hospital Básico de Vilcabamba en el año 2016.

Satisfaction is the measurement in which health care and resulting health status comply the user expectations, represents the subjective experience derived from the fulfillment or non-fulfillment of the interests that a subject has with respect to something. The objectives of this investigation were to identify the level of user satisfaction who came to the Basic Hospital of Vilcabamba according to age, education and service to which they attended; to know the factors that influenced their satisfaction and to relate influential factors to the level of satisfaction of them. The elaboration of the present work was carried out in the Basic Hospital of Vilcabamba. This was a descriptive, transversal type with a quantitative approach. A sample of 370 patients that fulfilled all the inclusion criteria was used. To measure the level of satisfaction, a questionnaire was taken from the SERVQHOS model, which was designed by Mira el al. To evaluate the perceived quality of hospital care and which has been validated by Barragán and Manrique in Bogota-Colombia. This survey consists of 18 multiple choice questions that were adapted to this research to facilitate their understanding, evaluate both objective and subjective quality and allow the users opinion about the quality of the hospital service received. The results showed a higher level of satisfaction in older adults by 60% and in secondary and higher education users by 62.1%. The area with the highest influx of patients was an emergency that revealed satisfaction in 59.3%. The factors that influence in greater proportion in the satisfaction are the time of waiting, the number of doctors and the availability and obtaining of medical appointments. Therefore, it was concluded that the users are satisfied with the quality of care provided by the Hospital. Key words: Satisfaction, users, health services

• मुख्य लेखक: Saft Toledo, Frieda Nathalie Alexandra (author)
• स्वरूप: bachelorThesis
• भाषा: spa
• प्रकाशित: 2017
• विषय: SATISFACCIÓN - USUARIOS; NORMAS ISO
• ऑनलाइन पहुंच: http://dspace.unl.edu.ec/jspui/handle/123456789/19556