Satisfacción del PacienteUsuario como Indicador de la Calidad de la Atención en el Centro Médico del Carmen en la ciudad de Guayaquil

Abstract

Abstract: This study analyzes patient satisfaction at Centro Médico del Carmen in Guayaquil as an essential indicator of quality of care. Its purpose is: To evaluate the quality of care in the outpatient service at the Centro Médico del Carmen in the city of Guayaquil, Ecuador through the level of patient/user satisfaction to propose strategies for continuous improvement of care. For this, a quantitative, descriptive, cross-sectional study was designed; 403 patients were surveyed, using the SERVQUAL scale to evaluate dimensions such as reliability, responsiveness, security, empathy and tangible elements. Although the results revealed that overall satisfaction is positive, areas for improvement were identified, such as the ease of obtaining appointments and the speed of laboratory results. The dimensions of security and empathy received the best ratings. The proposed improvement plan addresses these critical areas to optimize patient care. The implementation of these strategies will not only improve the user experience but will also strengthen the prestige of the Carmen Medical Center as an outstanding institution in quality of medical care.