Satisfacción de los usuarios con la atención recibida en las unidades de salud del Centro Médico Mimedik, de la ciudad de Machala

Abstract

Abstract: Health institutions face constant challenges for which they must be prepared in order to generate an adequate service to the user that is reflected in their satisfaction. For this, it is vital to have an efficient hospital management that allows having adequate processes for an optimal deployment of services. However, achieving such a goal is a complex task. This is what would be happening in the Mimedik Medical Center in the city of Machala, where the admissions area is one of those that has problems when billing patients who are derived from social security and private insurance, creating a small bottleneck that affects the user's nonconformity. For this reason, it is proposed as an objective to determine the level of user satisfaction with the care received at the Mimedik Medical Center, in the city of Machala, through the SERVQUAL model, in the period from March to May 2022. As a result, obtained that patient satisfaction was located at 74,80%, considered regular, for which a continuous improvement plan was proposed to increase satisfaction.