Percepción de los usuarios externos sobre la calidad del servicio brindado en el Centro de Especialidades Médicas (CEM) de la Universidad de Cuenca. 2024

Abstract

The quality of health services is defined by the use of appropriate diagnostic and therapeutic means to maximize user satisfaction and meet their needs. A descriptive, cross-sectional study was conducted to evaluate the perception of external users at the Center for Medical Specialties (CEM) of the University of Cuenca regarding the quality of care received. The sample consisted of 366 participants, calculated using Fisher’s formula for finite populations, with a 5% margin of error and 95% confidence level, based on the average monthly attendance of adult users at the CEM. Young adults (40.4%) and adults (34.4%) predominated, with a majority of females (59.6%), married (42.7%) or single (33.5%), possessing completed higher education (40.7%), and primarily employed (39%) or retired (23.5%). Most resided in urban areas (75.1%) and originated from the highlands region (82.5%). A total of 74.7% of participants rated the quality of service as “much better” or “better” than expected, and 96.8% reported being “very satisfied” or “satisfied” with the care received. While 68.2% knew the physician’s name, only 6.6% knew the nurse’s name. The findings indicate that the majority of users perceived the care at CEM as exceeding their expectations, expressed high satisfaction levels, and largely recommended the center’s services to others.