Satisfacción y calidad de atención al paciente en el área de emergencia Covid 19 del Centro de salu tipo C Comité del Pueblo 2020-2021

Abstract

Abstract: In Ecuador, the Health Centers provide comprehensive health care services being its main feature an active participation within the community, where equitable services based on quality and warmth are guaranteed, however, being in health emergency there have been severe changes in health care services producing crises and affectations, because in health systems under the regime of the MSP only focused their work to combat the Covid-19. In the present research work, the levels of quality and satisfaction of the users who went to the Covid-19 emergency area in the Comité del Pueblo Health Center were determined, applying a quantitative and descriptive approach. A sample of 350cases of Covid-19 attended during the period March -June 2020 was taken, in which a survey was applied based on the SERVQUAL questionnaire to measure quality and the BAKER questionnaire that measures the levels of satisfaction. Through these instruments it was possible to determine the quality of service in five dimensions, user satisfaction in four dimensions and the application of the Covid-19 protocol through an observation sheet. Finally, the levels of satisfaction in the patients who attended the COVID-19 emergency area is high because the health personnel who work there cleared up any doubts that existed on the part of the user.