Evaluación de la gestión de procesos relacionada con la satisfacción del usuario del área de emergencia del Hospital General Dr. Gustavo Domínguez Zambrano de la ciudad de Santo Domingo.

Abstract

The aim of this study is to evaluate the process management and its relationship with the level of satisfaction in users of the emergency area of the Dr. Gustavo Domínguez Zambrano General Hospital of Santo Domingo city. The methodological process is based on a quantitative approach and a non-experimental cross-sectional design. For the development, a questionnaire was applied that consists of sociodemographic data and 19 indicators grouped in five dimensions to a sample of 338 patients attended in the emergency area. The analysis of the results was performed through the Spearman correlation analysis between the satisfaction score of each indicator and the overall satisfaction score, the linear regression analysis to identify the factors associated with the general satisfaction of the patients and the relationship that there are among the study variables for the verification of the hypothesis raised in this investigation. The reliability of the questionnaire and each domain was carried out using Cronbach’s α. The software that was used for the data analysis was SPSS v22.0. From the above, it was determined that process management, nursing care, diagnosis and treatment, doctor-patient relationship and hospital environment have important correlations withuser satisfaction. The process management domain proved to be the strongest predictor of overall patient satisfaction.