Determinación de la calidad percibida por los usuarios del servicio de consulta externa del Hospital Vicente Corral Moscoso. Cuenca. 2019

Abstract

Background: World Health Organization (WHO) defines health as physical, mental and social wellbeing sate of full, and not just the absence of disease (1). This means that there must be several factors to achieve the level of health so desired and both the individual, the community and the state must fulfill their role in order to achieve it (2), Objective: to determine the quality of care perceived by users of the external consultation service of the Vicente Corral Moscoso Hospital. Cuenca 2019. Methodology: it is a quantitative descriptive and cross- sectional study. The study was carried out at the Vicente Corral Moscoso Hospital, Cuenca 2019, in a population simple of 383 users, the SERVQHOS validated questionnaire was applied, the SPSS program was used for the analysis of collected data. The discrete variables were operationalized in number and percentages while the continued variables in average and standard deviation. In addition, the Kruskal- Wallis and chi square statistical tests were applied. Results: The degree of satisfaction perceived by users is high, 78,9% report being satisfied and very satisfied with the quality of care received. The dimension with greater satisfaction corresponds to the ¨security¨ with 64,75%, meanwhile the dimension with the highest degree of dissatisfaction is ¨reliability¨ because 9,92% of users reported being dissatisfied and /or very dissatisfied. The lowest qualification item scored was ¨the waiting time¨ with 31,1%. It was obtained, with statistical significance (p <0,05). Conclusions: high levels of satisfaction were found with the care provided by the Vicente Corral Moscoso hospital, indicating a high level of quality offered by said health house.