Satisfacción de la calidad de atención en el servicio de consultorio externo de pediatría Hospital María Auxiliadora mayo 2019

Abstract

Objective: Decide the satisfaction of the quality of care in the external Pediatric department of the María Auxiliadora Hospital may-2019. Methodology: Observational, descriptive and cross-sectional study, carried out on 320 parents or guardians of patients treated in the outpatient offices of the pediatric service of the Maria Auxiliadora Hospital, Lima Perú, may 2019 whose sample collection was by convenience sampling. The SERVQUAL questionnaire designed to determine satisfaction in external consultation was used in the collection of information. The data was recorded in the Excel program for statistical analysis. Results: 320 parents or guardians were interviewed, of which 86% (n = 276) were women, whose average age was 28 ± 0.89. It was found that 69% (n = 222) of respondents are satisfied in their attention. When evaluating by dimensions, it was observed that the dimension with the highest proportion of satisfaction was the tangible aspects with 85.08% (n = 272), and the worst of the dimensions, the response capacity with 50.39% (n = 161). Conclusion: The satisfaction of the quality of care is in the process of improvement in relation to previous achievements in the same service.