Satisfacción de los usuarios como indicador de calidad en el servicio de consulta externa del Hospital Básico 7 BI Loja en el período de febrero a abril 2024.

Abstract

Abstract: The quality of assistance refers to how the services provided benefit the patients health, their families, and communities. These services must be effective, safe, patient-centered, appropriate, equitable, integrated, and efficient, thereby meeting the patient s necessities and expectations of the service. This research aims to evaluate the assistance quality in the outpatient service by assessing patient s satisfaction levels during the period from February to April 2024, with the objective of recommending improvement strategies. This research was conducted as a descriptive cross-sectional study, involving a sample of 708 patients. Data were collected through convenience sampling, applying the interview technique and using the SERVQUAL model, which consisted of 22 items divided into five dimensions of quality. The obtained results indicate that most of the surveyed patients were satisfied, while a small percentage express their dissatisfaction with the service provided. This patient s satisfaction analysis, as a quality indicator, will contribute to the development and well-being of the Hospital Básico 7 BI Loja.