Satisfacción y calidad de atención a pacientes femeninas en el servicio de mamografía del departamento de imagenología de una institución privada, octubre – diciembre 2023, Cuenca – Ecuador

Abstract

Background: Patient satisfaction is measured according to the quality of service provided. Therefore, the patient will be satisfied as long as that service meets their needs (1). Mammogram technique is considered a noninvasive procedure, with 95% sensitivity and 79% specificity, considering that ultrasound is the gold standard for detecting diseases of the mammary gland, whit 97.61% sensitivity and 91.49 % specificity (1). Objective: To determine the satisfaction and quality of service to female patients requiring mammograms at the imaging department of a private institution, October-December 2023, in Cuenca, Ecuador. Method: Descriptive, cross-sectional, prospective study. The sample was all surveys of patients who underwent a mammographic study. Data was tabulated and analyzed according to the study variables. Results: Out of 347 surveys, the prevailing age was 40-49 years (35%) and the youngest age was 70-80 years (10%). In the reliability dimension, 39% of the patients are moderately satisfied and 1% is slightly dissatisfied. In the responsiveness dimension, 37% are moderately satisfied and 1% is slightly dissatisfied. In the security dimension, 40% are moderately satisfied and 1% is slightly dissatisfied. The empathy dimension shows 45% full satisfaction and 1% slight dissatisfaction. In regard to the quality of service in tangible elements, 38% are moderately satisfied and 2% are moderately dissatisfied.