Expectation on quality of care for users at the Tipitapa polyclinic of the Hospital Militar Escuela Dr. Alejandro Dávila Bolaños, Nicaragua 2022

Abstract

The objective of this study was to identify users’ expectations about the quality of health care received in the outpatient clinic of Policlínica Tipitapa, belonging to the Hospital Militar Escuela Dr. Alejandro Dávila Bolaños, in Managua, Nicaragua, during the period august - november 2022. The type of research is observational, descriptive and cross-sectional. The study universe consisted of 4000 users attended in the year 2022, from which a sample of 325 users was selected, with a confidence index of 95%. The instrument used was a survey, adapted from the Servqual health services questionnaire. The main results show that 36.6% of the respondents were between 31 and 50 years old, and 54.97% were women. In terms of service expectations, 78% of users highlighted quality of care as a key aspect. Regarding the perceived quality of care, 92.2% said it was excellent; 95.6% stated that they had experienced a high degree of trust generated by the physician, and 73.1% rated the application of quality and safety standards during care as outstanding. Regarding the effectiveness of medical care, 87.6% rated it as excellent and 88.1% considered the responsiveness to be outstanding. The response capacity expected by the Tipitapa Polyclinic was one of the best rated, with 95% of those who said they expected an agile service, and regarding signage and infrastructure, the result was 97.2%. It is concluded that the generation of trust by the physician was the most highly valued aspect of the expectations, followed by the capacity of response expected by the users, and in third place, the quality of care at the time of entering the Policlinica Tipitapa was considered excellent.