Satisfacción de los usuarios en relación a la calidad de los servicios del laboratorio del IESS de la ciudad de Quevedo.

Abstract

Background. The Ecuadorian Institute of Social Security (IESS) as a governmental institution has its functions specific and limited, administering pension funds of their affiliates granting benefits and health attention. The clinical laboratory is one of the sections of the Quevedo’s General Hospital (IESS) the most sensible, indispensible sections due to its complexity of information flow and there are related to the patient’s health, frequently it presents difficulties, such as the lack of orientation in the waiting area and the patient intake, being a determinate factor of the lack of internal signing. Therefore, patient’s agglomeration is unavoidable and originates perception issues to the service provided. The objective of this study is to evaluate the users’ perception to the services provided in the IESS laboratory in Quevedo city. Methodology. A technical tool was created through the Service Performance (SERVPERF, English abbreviation), evaluating important dimensions the user may consider good quality services, such as; the trust to those services, the ability to answer through issues and uncertainty, security and privacy within the laboratory, empathy is to respond in a polite manner and general tangible aspects. Likewise, based on the five explained dimensions the factorial analysis methodologies are use, also factorial reduction to then regroup data in homogeneous groups making it easier to comprehend the information. Results. Through factor methodological analysis, the average level of satisfaction between the three dimensions is 6, which receives results stating that people are moderate satisfy. Conclusions. It is being established based on the same results, a plan to better services using strategies for personnel training, utilizing a feedback/concern mailbox as a solvent route for problem solving.