Evaluación de la satisfacción del usuario en el servicio de laboratorio del hospital Medihospital de la ciudad de Loja

Abstract

Abstract: The clinical laboratory of the Medihospital Hospital is one of the areas with the highest production and contact with users due to the frequency of laboratory tests requested by the medical personnel that work; Therefore, the quality of the service has been affected and which can lead to a decrease in productivity that can be prevented if errors are detected in time and these are converted into powerful stimuli to improve the quality of the service. Therefore, this research focuses on analyzing user satisfaction with the care received in the laboratory service to propose quality improvement strategies.The SERVQUAL survey was applied, which has been validated internationally in its 22 items that represent the 5 dimensions that the user considers within the service.With the results obtained, the training strategy for the laboratory staff was proposed to improve the problems and communication skills of the staff and in this way the perception of the users is positive in its differentdimensions.