Calidad de atención desde la perspectiva del paciente ambulatorio en el servicio de Laboratorio Clínico del Centro de Salud Tipo C Nabón, 2024

Abstract

Abstract: Currently, quality of care is a fundamental pillar from the patient's perspective since their satisfaction promotes greater competitiveness in healthcare homes. The objective of the present study was to identify the quality of care from the perspective of the outpatient in the Clinical Laboratory service of the Nabón Type C Health Center, 2024. It was an observational, descriptive cross-sectional study, with a sample of eighty-one patients, the SERVQUAL expectations and perceptions questionnaire was applied. It was found that the average values of the gaps of the 5 SERVQUAL dimensions are positive, with a Total Quality Index of 0.14, so it is concluded that the perceptions exceeded expectations, therefore external users are satisfied with laboratory service; the highest positive average value was 0.21 in the empathy dimension, followed by 0.16 in security and 0.11 in trustworthiness. As part of this research, an improvement plan was proposed to increase user satisfaction.