Calidad de atención percibida por el usuario en la fase preanalítica del laboratorio clínico del Hospital Provincial General Pablo Arturo Suárez, Quito 2022

Abstract

Abstract: User attention in hospital laboratories in the pre-analytical phase is very important. In order to know what the quality of care is and to be able to improve it, this work called "Quality of care perceived by the user in the pre-analytical phase of the clinical laboratory of the Hospital Provincial General Pablo Arturo Suárez, Quito 2022" was carried out in this study. A questionnaire was obtained under the SERVQUAL model to identify the user's perception and expectation where the dimensions of: reliability, responsiveness, security, empathy and tangible aspects were worked on. It was found that the level of satisfaction exceeded 95% in each of the five dimensions. Likewise, it was used as an observation sheet applied to the internal user, the results showed that the variable with the lowest percentage of compliance was in the sample obtaining procedure. Based on these determinations, a proposal is made to improve the quality of care for users of the clinical laboratory area of the Hospital Provincial General Pablo Arturo Suárez .