Calidad de servicio brindado en el Centro de Salud de Ricaurte, desde la percepción de los usuarios externos, Enero – Mayo 2023. Cuenca, Azuay

Abstract

Background: quality of care is one of the most important criteria for users of a health system. As long as it meets their needs and demands, the likelihood of achieving desired health outcomes increases. Objectives: to investigate the perception of users of the Ricaurte health center, on the quality of service. Methodology: quantitative descriptive study, prospective, with 333 users attended at the Ricaurte Health Center, from April to May 2023. The SERVQHOS questionnaire, which uses a Likert scale, was used to evaluate the quality of services. Descriptive statistics were used, with the use of frequency and percentage tables in both qualitative and quantitative variables. Results: Young adults predominated, accounting for 61.3%; women were 85%, married 70.3%; private employees 49.2%, engaged in domestic chores 25.8%; the prevailing level of education is incomplete primary school with 33.6%, while the provenance and essentially rural residence with 96.1% and 95.8% respectively. 80% consider that the level of care received was as expected. Conversely, only 31.7% indicated they were satisfied. Most would be hesitant to recommend this health facility, although the time of care was generally considered adequate. Conclusions: Most of the patients surveyed indicated that the care received was as expected. However, overall satisfaction with care and services received was positive in less than one third.