Análisis de la calidad del servicio de atención prehospitalaria de ambulancias del Benemérito Cuerpo de Bomberos Voluntarios de Cuenca

Abstract

This research addresses an analysis of the quality of prehospital care service (PHS) provided by the Benevolent Volunteer Fire Department of Cuenca (BCBVC), highlighting the importance of this service that the institution provides to the community, representing 73.5% of assistance of the total emergencies attended by this institution. A detailed characterization of the PHS was carried out, identifying areas, protocols, and resources to ensure high-quality care. BCBVC ambulances were evaluated, finding that they are certified by the Ministry of Public Health of Ecuador. Additionally, the level of satisfaction with the PHS was analyzed, revealing divided opinions among respondents, where 51.2% show adequate satisfaction with the service, while 48.8% do not rate it similarly. An important connection was found between service satisfaction and aspects such as staff efficiency, response time, and perceived safety during care, highlighting the importance of ensuring these aspects to improve user satisfaction. Finally, it is concluded that response time is the most significant aspect in the satisfaction of the BCBVC ambulance service. The call evaluation process in ECU-911 was identified as a factor that can extend the overall response time, as a time of 9.13 minutes was obtained in medical emergencies and 9.56 minutes in traffic accidents. It is important to improve efficiency in this process to ensure quick and effective care in emergency situations.