Análisis de la calidad del servicio de enfermería en la Fundación Cottolengo : validación de cuestionario SERVQHOS-E.

Abstract

The purpose of this study is to analyze the quality of the Nursing Service through the application of a research instrument that perceives the quality of the service, which in turn is valued by our patients, who are hospitalized in the Cottolengo Foundation of the City of Manta. The applied methodology starts from a quantitative and qualitative approach, for which an instrument adapted to the Quality of the Nursing Service was applied. The instrument was applied to 65 patients who were admitted to the hospitalization area in our foundation. The validation of the instrument using Cronbach's alpha was 0.887 and therefore highly adapted to reality. A Global Satisfaction level of 86.15% and a Foundation Recommendation rate of 96.92% was found, which, according to Oliver's theory of Oliver's lack of expectation, indicates high levels of quality perceived in the Foundation. It is the first study in Ecuador, which is performed using the instrument, SERVQHOS-E to measure Quality of Nursing Service after having been validated in the neighboring country of the north, which forced the researcher to create a base of data for the processing of the information, which was elaborated in the program SPSS version 24.According to the results obtained, a continuous training plan will be carried out for the nursing staff according to their position.