Evaluación de la calidad de la atención en relación con la satisfacción de los usuarios de los servicios de emergencia pediátrica Hospital General de Milagro.

Abstract

Background:The quality of care in health services indicates that it is a subject of academic debate because there are different approaches to its measurement, its importance is increasing due to the high demand in health that countries have. Ecuador has a network of Public Hospitals, and its policy is to provide a quality service to guarantee the quality of life of citizens; for this reason this research was carried out. Objective:To evaluate the level of user satisfaction with respect to the care and quality provided in the emergency services of the General Hospital of Milagro. The sample was of 357 children's representatives. Methodology: SERVQUAL consists of five dimensions that are tangibility, reliability, responsiveness, security and empathy. The design ofthe investigation was cross-sectional, the data collection was performed in the General Hospital of Milagro in August 2017. Results: The dimensions where there is dissatisfaction on the part of the users of the pediatric emergency services in the General Hospital of Miracle was tangibility, reliability, security and empathy; while response capacity was considered partially satisfied, since both expectations and perceptions had low valuations. Proposal:The strategies were to ensure cleanliness, evaluate the hospital's shortcomings, develop performance indicators, Manchester triage and train all the staff. Conclusions:It was known that the service does not provide full security to the patient and the care is deficient with respect to the warmth of the treatment.