Nivel de cumplimiento de la Norma ISO 7101:2023 y su incidencia en la satisfacción de los pacientes en hospitales

Abstract

This study analyzes the incidence of compliance with ISO 7101:2023 on patient satisfaction in hospitals in Cuenca from October to December 2025. The research is framed within the growing demand to improve healthcare quality, the need for structured management systems, and the relevance of patient experience as a key performance indicator. A cross-sectional analytical design was adopted and developed in three phases. First, a systematic literature review was conducted using the PRISMA methodology to identify factors influencing patient satisfaction. Second, surveys based on the SERVPERF model were designed and validated to measure patient perceptions in the inpatient area of one public and one private healthcare organization. Third, a checklist based on ISO 7101:2023 was developed and applied to assess compliance, analyze its relationship with satisfaction factors, and compare results between hospitals. The findings showed high levels of patient satisfaction and differences in regulatory compliance between the institutions. However, no statistically significant relationship was identified between the two variables. Therefore, the impact of the standard should be interpreted as a framework for strengthening organizational management rather than as a direct predictor of patient satisfaction.