Control de calidad de los servicios de atención al cliente y satisfacción el usuario del Centro Obstétrico en la Unidad Operativa Tipo C Materno Infantil Santa Lucía.

Abstract

The quality of user care in the health sector refers to the type of medical care that a health institution provides to the patient, ensuring the prompt resolution of health problems that afflict the community; user satisfaction refers to the degree of satisfaction that a patient may show after having received a medical service; The general objective was to determine the relationship between the quality of customer service and user satisfaction of the obstetric center of the Santa Lucía Maternal and Child Operational Unit Type C; It is a descriptive, cross-sectional study with a quantitative approach. The sample consisted of 337 patients, carried out on patients hospitalized in the obstetric center during the months between October and December of the year 2021 and the SERVQUAL model survey, according to the results, highlights that the dimension with the lowest quality is the responsiveness with a 72.5% and the dimension with the least satisfaction is the scientific technician with 87.5%; Certain aspects that concluded as deficient in the results of the survey will be strengthened, such as increasing the response capacity through the implementation of the necessary equipment for the service of the obstetric center.