Calidad de atención en salud del Hospital Básico 7-BI Loja desde la perspectiva del usuario y diseño de un plan de mejora, Loja 2022

Abstract

Abstract: The objective of this research was to determine the quality of healthcare that the Basic 7BI Hospital Loja offers, from the user perspective, and set up an improvement plan, with a population of 63 internal users (the entire population of Hospital workers) and external users (population size of 960), a non-probability sample of 197. It applied an SERVQUAL survey modified to external user, and another one validated to internal user. It obtained the femenine sex was the most abundant, external user with high percentage of secondary education, and the major range of age in the two groups was between 30 and 40 years. The dimension with the most dissatisfaction index in the external user was the responsiveness with -0.88, and the dimension with minor value of dissatisfaction was empathy with -0.36, with internal user the most dissatisfaction index was the competence dimension with a gap of -2.29 and the least dissatisfaction one was the work environment dimension with -1.73. The global result was of dissatisfaction which suggests a low quality of healthcare.