Satisfacción del usuario en relación a los servicios que brinda el laboratorio clínico del Centro Clínico Quirúrgico Ambulatorio Hospital del Día IESS Macas

Abstract

Abstract:Measuring the level of user satisfaction is relevant to providing quality health services, especially in the clinical laboratory service which provides information on the health status of the user and contributes to the taking of descitions(Hailu et al., 2020). Objective: To determine user satisfaction in relation to the services provided by the clinical laboratory through the SERVPERF tool of the Ambulatory Clinical Surgical Center Hospital of the Day IESS Macas in the city of Macas in 2021. Methodology: It was a descriptive cross-sectional study, whose universe was constituted by 360 users, the information was collected through a survey based on the Servperf methodology formed by five dimensions: Tangible aspects, Empathy, Security Responsiveness and Reliability, carried out in the months of April, May and June of the year 2021. Results: The results showed that 58.6% of the users who attend and make use of the clinical laboratory service said they had a medium satisfaction in terms of the service provided by the laboratory.