Calidad de atención percibida y su relación con la satisfacción de los usuarios del Centro Médico del Carmen Cemeinte de la ciudad de Guayaquil.

Abstract

The objective of this study was to analyze the perceived quality of care and its relationship with the satisfaction of users of the Carmen Cemeinte Medical Center in the city of Guayaquil, by means of statistical tools, for the design of an improvement plan. The applied research methodology was a quantitative approach, non-experimental design, cross-sectional, deductive method, correlational scope, and the survey aimed at a sample of 377 users was used as a technique. The instruments used corresponded to a previously validated satisfaction questionnaire with 12 items and a questionnaire to assess the quality of care with 22 questions. Among the results obtained, the problems that affected the quality of care were staff delays in solving problems (52%), lack of tools necessary for employees to do a good job (50.4%), ignorance of the specific needs of the staff (62.6%), exclusion of individualized attention (63.6%), disregard for the user's interest (56.8%) and the lack of attractiveness of the material elements (58.4%). Problems related to satisfaction corresponded to the lack of indicative signs in the clinics (48%) and the lack of clarity on the explanation of the treatment (46.7%). Consequently, training strategies, weekly schedule of activities, publication of banners and signs within the institution, elaboration of a flow diagram of the care process and the implementation of a system to evaluate user satisfaction were proposed as strategies for improvement.