Asociación del síndrome de burnout del usuario interno con la calidad de atención en salud del usuario externo en el Policlínico General Dávalos, Cuenca 2022

Abstract

Abstract: Burnout Syndrome can be conceptualized as a psychosocial phenomenon related to the work context, characterized by emotional exhaustion, depersonalization and lack of personal fulfillment. The purpose of the research was to characterize and evaluate the internal and external users of the General Álvarez Polyclinic, in order to identify signs of burnout syndrome in the staff and determine the quality of service perceived by external users and in this way establish of a relationship between the two variables. The SERVQUAL survey was applied to measure the quality of the service and the MGB to identify signs of the syndrome in the staff, signs of the syndrome are reported in different groups of staff. The data was processed in the SPSS software, which made it possible to determine, through the application of Spearman correlation test, that there isnostatistically significant relationship between the Burnout syndrome and the perceived quality of service. Finally, a preventive plan proposal was designed that considers actions at the organizational, interpersonal and individual levels as referred to in the international standard NTP 705.