Perception of the quality of care of patients who attend the outpatient clinic of the Villa Libertad health center in the period from june to July 2022

Authors

DOI:

https://doi.org/10.5377/rtu.v13i36.17632

Keywords:

quality, satisfaction, users, external consultation, SERVQUAL

Abstract

Introduction: The quality of medical care is a right of the Nicaraguan population that guarantees humanized supportive care. It has a preventive and a corrective function; Both functions are a fundamental pillar to provide maximum benefit to users who receive health care. Objective: To analyze the perception of quality of care of patients attending the outpatient clinic of the Villa Libertad health center in the city of Managua in the period from June to July 2022.  Methodological Design: It was a descriptive cross-sectional study, with a universe of 600 users, sample 245 users, was a survey, which included the SERVQUAL questionnaire adapted to health services, containing 22 questions of expectations and 22 of perceptions, with five dimensions: tangible goods, reliability, responsiveness, security and empathy. The collected data were entered into an Epi info database.  Results: Were conducted 245 surveys of which the age that most attended the unit were 28 to 37 years, the majority was male (53.5%), the marital status that predominated was married (58.4%), the urban population prevailed (8 8.57%), the secondary education level predominated (57.1%) and the working occupation prevailed (35.9%). The appearance of the equipment was  in excellent condition  (51.02%)), the appearance of workers was satisfactory (50.2%)), the perception with cleanliness  (40.8%)), with a high level of problem solving (50 .2%), scheduled schedule attention  was satisfactory (50.2%), the information provided by the outpatient clinic was  satisfactory (5 3.5%), they are very satisfied with the waiting time   (50.2 %), the duration of attention received was satisfactory (5 2.7%), regarding the stable and appropriate hour of attention users said they felt very satisfied  (5  5.9%), most users said that if they received information on hours of operation ( 56.3%).  Conclusions: The results indicate that the population feels very satisfied with the services provided in the outpatient clinic of the unit.

Downloads

Download data is not yet available.

References

Babakus, E. (1992). "An empirical assessment of the SERVQUAL scale". Journal of Business Research. Vol. 24.

Bedoya Flórez C, Chacón J, Noguera L. (2018) Percepción de la calidad de la atención en salud, en usuarios del servicio de consulta externa, de la IPS Horisoes del municipio de Florencia - Caquetá en el último trimestre de 2018. Tesis de especialización. Universidad del Cauca – Popayán

Bolaños, M. (2018). Metaanálisis: Evaluación de la calidad de servicios de salud con la encuesta SERVQUAL en investigaciones académicas de programas de maestrías en el centro de investigaciones y estudios de la salud CIES -UNAN. Maestría tesis, CIES UNAN Managua.

Carman, J. (1990). "Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions". Jornal of Retailing. Vol. 66.

Castellón, R. (2019) Satisfacción del usuario, sobre la calidad de atención recibida en medicina interna, de consulta externa del Hospital Bautista de Managua Nicaragua. Maestría tesis, CIES UNAN Managua.

Moreno Arvizu, LA. (2019) Satisfacción de los usuarios con la atención médica recibida en el servicio de consulta externa en El Hospital Escuela César Amador Molina de Matagalpa Nicaragua, II Trimestre 2019. Maestría tesis, CIES UNAN Managua.

Ministerio de Salud. (2004) Ley General de Salud, Managua Asamblea Nacional de la república.

Orozco, F. (2017). Satisfacción de los usuarios sobre la calidad de atención recibida en consulta externa. Hospital Militar Escuela Dr. Alejandro Dávila Bolaños. Managua, Nicaragua. Febrero 2017. (Masters, CIES UNAN-Managua).

Rocha, A. (2016). Modelos SERVQUAL y SERVQHOS para la evaluación de calidad de los servicios de salud. Revista de la Facultad de Medicina. https://doi.org/10.15446/revfacmed.v64n4.54839

Washington DC: OPS; (2008) Organización panamericana de la salud OPS Liderazgo en salud Panamericana. Documento Oficial # 2879.

Published

28-02-2024

How to Cite

Membreño Bonilla, A. E., & Hurtado, M. J. (2024). Perception of the quality of care of patients who attend the outpatient clinic of the Villa Libertad health center in the period from june to July 2022. Revista Torreón Universitario, 13(36), 166–175. https://doi.org/10.5377/rtu.v13i36.17632

Issue

Section

Health and Social services

Similar Articles

<< < 8 9 10 11 12 13 14 15 16 17 > >> 

You may also start an advanced similarity search for this article.