Insatisfacción del usuario externo en salas de internamiento del Hospital Santa Rosa 2019

Abstract

Objectives: Determine the causes of dissatisfaction in relation to the level of dissatisfaction of the external user in the internment rooms Methodology: A mixed methodology (quantitative and qualitative), observational, descriptive, transversal and prospective was used. The population studied were hospitalized users, with a representative sample of 100 respondents, the Modified Servqual questionnaire was applied, the results of which were processed in the SPSS program; Likewise, focus groups were held to identify the causes of dissatisfaction, the results of which were presented through Ishikawa diagrams. The level of user dissatisfaction and the causes of dissatisfaction (variables) were determined by the dimensions proposed in the Servqual methodology: reliability, receptivity, security, empathy and tangible aspects; The methodological triangulation was carried out through the analysis of quantitative data from qualitative data, finally improvement actions are determined to eliminate the causes of dissatisfaction. Results: It was determined that 35.20% of the users were dissatisfied with the care received, the dimensions that obtained the highest level of dissatisfaction were reliability and response capacity with 43.09% and 39.27% respectively. The focus groups agreed that the main causes of dissatisfaction were inadequate information, delay in radiological examinations, lack of human resources, and inadequate infrastructure. The relationship between the level of dissatisfaction and the causes of dissatisfaction is determined, finally improvement actions are proposed such as training staff in assertive communication, humanized attention and guaranteeing attention and procedures in adequate times. Conclusions: A considerable level of global dissatisfaction was determined, from the triangulation it was determined that the level of dissatisfaction by dimensions is related to the causes of dissatisfaction, finally actions are proposed to improve the dimensions of reliability, receptivity and empathy.