La calidad de la atención y la satisfacción del usuario en el Servicio de Ortopedia y Traumatología del Hospital General IESS Latacunga

Abstract

Abstract: Health being an unavoidable right of every society, which in Ecuador forms part of its good living plan, it is a priority that the health establishments run by the Ministry of Public Health and the IESS, as they are the ones with the greatest influx of users maintained at a national level, have quality service standards: since there is a gap in knowledge about the quality of care in hospital services, the perception of user on it generates an interest on the part of the authorities to solve said problematic. The objectives of the research are aimed at determining the User satisfaction as an indicator of quality of care in the Orthopedic Service and Traumatology of the IESS Latacunga General Hospital in order to propose strategies for continuous improvement, specific objectives, the aim is to analyze the quality of care of the Orthopedics and Traumatology Service of the IESS Latacunga General Hospital, to establish the factors that affect user satisfaction and thus formulate strategies of continuous improvement. The methodology applied in this study consisted of a quantitative, descriptive cross-sectional research, the approximate universe population was 626 users of the outpatient clinic, so based on the finite population formula the sample obtained was 238 outpatient consultation users of the Orthopedics Service and Traumatology of the IESS Latacunga General Hospital. The instrument for collection was through the SERVQUAL survey validated in Latin American populations with characteristics similar to this study. The results were that the quality of care provided in the Orthopedics and Traumatology Health Service of the IESS General Hospital are relevant and influence user satisfaction, in this way it will be generated strategies for continuous improvement that contribute to the quality of the service, the same that will have a great impact on the management of Health services.