Calidad de atención sanitaria desde la percepción de los usuarios y diseño de un plan de mejora en el centro de salud A BS61 Santiago . Tiwintza 2022.

Abstract

Abstract: The present investigation had as fundamental purpose to know the quality of the service in the Health Center "A" Bs61 Santiago. As well as the level of job satisfaction of the internal user. The SERVQUAL methodology was applied for service quality and the Font-Roja questionnaire for job satisfaction. For data processing and analysis, descriptive statistics were used as measures of central tendency and frequencies. It was verified that the expected quality and the perceived quality in the dentistry and general medicine service in aggregate terms in 76.40% meet the expectations of the users, since the gap in the quality of the service in both cases was greater than zero. Regarding job satisfaction, there is a high level of satisfaction, since 91.6% of the staff obtained a rating higher than 4 out of 3, which is the reference cutoff according to the Font-Roja questionnaire. It is concluded that there is an opportunity for improvement in some of the variables associated with the reliability, security and empathy dimension. In this regard, an improvement plan is proposed to correct it.