La calidad de la atención a los usuarios externos y su relación con los aspectos de procesos, estructura y resultados de los servicios odontológicos del Hospital Instituto Ecuatoriano de Seguridad Social de Manta 2017.

Abstract

In the country all the institutions of public or private health are committed in measuring the quality of attention, following some procedures stablished by the MSP as a regulator pattern. Therefore the Objective of this research was to determine the quality of dental services of the HOSPITAL OF SOCIAL HEALTHSECURITY OF ECUADOR with the purpose of presenting a BUCAL INTEGRAL HEALTHY PROGRAM. The methodology of this research as of quantitativefocus, descriptive, the population was of 2.946 external users with a selected sample of 333 surveys. We used the interview and the surveys with the instrument of measuring the survey SERQVUAL modified with 17 question and with a scale of Likerof five questions. The results were obtained, empathy (4.04%), friability (4.16%) security (4.27%), tangibles elements (3.90%) and capacity of response(4.28%), with a scale of liker of 0-100% of (82.52%). The co relation of the variables shows that empathy (1.67) has empathy and security (1.62%) empathy and tangible elements (1.49) and empathy with capacity of response (1.50) all of them with (1%) of meaningful level. The conclusions obtained were that even we observedseveral differences in the average of the dimension frequencies of dimensions evaluated as empathy, friability, security, tangibles elements , the result was a satisfactory average , THEREFORE we end up saying that it might exists a positive relation between some variables , we approve the Hypothesis.