Satisfacción del pacienteusuario como indicador de la calidad de la atención en el servicio de cirugía plástica del hospital del Iess-Manta

Abstract

Abstract: The present study evaluates user satisfaction as an indicator of the quality of care in the emergency plastic and reconstructive surgery service of the General Hospital IESS Manta during February to April 2024. The type of study was descriptive cross-sectional, used the SERQVAL scale adapted to the SERVERF model that measures the perception of users; Adult patients treated in this service during the period were surveyed. mentioned. The results revealed a high satisfaction rate, highlighting the dimensions of responsiveness and security in all its items. However, it observed low satisfaction in the dimension of tangible elements, in the area of ​​admission and in the availability of equipment such as CT scanner and X-ray equipment. Perceptions on empathy varied, with opinions divided on support staff, but high satisfaction with specialist doctors. This study highlights the importance of improving the quality and efficiency in medical care within the service, considering both aspects technical as well as communication and empathy, in the Ecuadorian regulatory context that ensures minimum standards of quality and health safety.