Análisis de los momentos de verdad dentro de los modelos moleculares en la atención sanitaria (cirugía, consulta, hospitalización): identificación de errores y medición de la satisfacción del paciente en el sector de salud privada de Cuenca-Ecuador, 2024

Abstract

This study examines the influence of moments of truth within molecular models (surgery, consultation, and hospitalization) on patient satisfaction in private clinics in Cuenca, Ecuador. Using a mixed methodology (focus groups and stratified surveys), three hypotheses were tested: (1) service errors reduce the probability of recommendation by 30%, (2) satisfaction with the treating physician explains 40% of the variability in overall satisfaction, and (3) in-person follow-up generates 30% higher satisfaction than virtual follow-up. Results revealed that resolving errors increases recommendations by 26.3% (below the 30% threshold), satisfaction with the physician accounts for only 9.6% of variability, and no significant difference exists between in-person (86.9%) and virtual (81.5%) follow-up. The study concludes that error management and personalized follow-up are critical to enhancing patient experience.